Knowledge Strategist Team Lead – Governance

🔥 2 hours 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

🎲 Risk

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Lead the Governance group within the Knowledge Strategy team. • Establish and maintain content standards for readability and AI retrieval. • Oversee regular audits of the knowledge base and drive remediation. • Spearhead high-impact internal projects to optimize knowledge architecture. • Track and report on knowledge health metrics and lead continuous improvement initiatives. • Directly manage a small team of Knowledge Strategists, providing coaching and regular feedback. • Collaborate with Product, Engineering, Legal, and other stakeholders.

🎯 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. • Robust 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 to identify improvements. • Exceptional written and verbal communication skills. • Experience leveraging AI/automation tools to streamline workflows.

🏖️ Benefits

• Highly market-competitive compensation • New hire equity grant • Annual refresh grants