Knowledge Strategist – Team Lead

🔥 10 minutes ago

🏄 California, Colorado, +17 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🌺 Hawaii – Remote 🌽 Illinois – Remote 🦞 Maine – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🤠 Texas – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $95k - $121.5k / year

⏰ Full Time

🟠 Senior

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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

• Ensure CX specialists are equipped with current, accurate, and actionable knowledge • Facilitate the end-to-end flow of readiness requests from CX pillars • Act as the primary Knowledge Strategy representative for CX channels • Maintain a tight working relationship with L&D team members • Act on improvement requests from specialists and QA • Directly manage a small team of Knowledge Strategists/Associates • Ensure all readiness deliverables are error-free and adopted quickly

🎯 Requirements

• 4+ years of experience in process improvement and/or knowledge management • Proven ability to identify and resolve operational inefficiencies • Hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys) • Advanced ability to interpret and leverage CX metrics and content metrics • Exceptional written and verbal communication skills • Experience leveraging AI/automation tools to streamline workflows • Demonstrated ability to lead and mentor individual contributors • Proven track record managing high-volume, time-sensitive intake processes

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities • Stock options