Knowledge Strategist Team Lead, Governance

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Instacart

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🛍️ eCommerce

🚗 Transport

🛒 Retail

💰 $232M Venture Round on 2021-11

eCommerce • Transport • Retail

Instacart is a company that offers a flexible approach to work while transforming the grocery industry. It provides an essential service by delivering groceries and household goods to customers' doors in as little as 30 minutes. Instacart offers safe and flexible earning opportunities to personal shoppers and tackles challenges such as rerouting deliveries during snowstorms and connecting customers with coupons and deals. It aims to be the operating system for the grocery industry, thus helping customers save time for other activities. Instacart emphasizes diversity, equity, and belonging in its work culture.

📋 Description

• Own governance and content standards: Define and maintain standards for readability, structure, and AI retrieval compatibility across the knowledge base. Establish guidelines and ensure adherence through regular auditing cycles. • Lead auditing and quality assurance: Oversee regular audits of the knowledge base, identify gaps and inconsistencies, and drive remediation. Maintain a culture of accuracy and continuous improvement within the pod. • Lead strategic internal projects: Spearhead high-impact projects such as migrating workflows across platforms and optimizing knowledge architecture for AI tools like Sierra and Genesys Copilot. • Report knowledge metrics and drive continuous improvement: Track and report on knowledge health metrics. Identify trends, surface insights, and lead continuous improvement initiatives grounded in data. • Lead and develop your team: Directly manage a small team of Knowledge Strategists. Provide coaching, mentorship, clear direction, and regular feedback to build a high-performing team. You’ll operate as a player-coach, executing work yourself as needed. • Collaborate cross-functionally: Act as the primary Knowledge representative for governance-related work with Product, Engineering, Legal, TechGov, and CX stakeholders. Influence standards and tooling decisions that affect the broader knowledge ecosystem. • Pioneer AI and automation adoption: Lead adoption of AI-driven tools to enhance content quality, retrieval accuracy, and governance efficiency at scale.

🎯 Requirements

• 4+ years of experience in knowledge strategy within a high-volume customer support organization. • Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision. • Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys). • Advanced ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements. • Exceptional written and verbal communication skills, including the ability to translate complex technical processes into clear, accessible documentation for diverse audiences and advocate effectively for the end-user experience across cross-functional teams (Product, Engineering, Legal). Ability to present complex scenarios to executive-level audiences. • Experience leveraging AI/automation tools to streamline workflows and generate high-quality content. • Demonstrated ability to lead, mentor, and develop individual contributors.

🏖️ Benefits

• Competitive salary • Eligible for a new hire equity grant • Eligible for annual refresh grants • Flexible work arrangements • Professional development opportunities