Overview

About the Role -

As a Knowledge Strategist Team Lead at Instacart, you are the primary point of contact for CX Shopper, Customer, and Retailer pillars, managing the full flow of readiness and improvement requests — from intake and prioritization through production and publication — with a focus on speed, quality, and automation. You will directly lead a team of Knowledge Strategists/Associates.

You will work hand-in-hand with partner teams like Learning & Development to ensure knowledge and training content are co-developed and aligned. You are a specialist workflow subject matter expert, a cross-functional relationship builder, and a high-throughput executor — comfortable managing significant volume while maintaining high standards.

About the Team -

The Instacart Customer Experience Process Improvement & Content Operations (PICO) team harnesses our collective expertise to create world-class customer support experiences that foster loyalty, solve problems efficiently, and support the continuous evolution of our business.

PICO encompasses knowledge strategy, content operations, project management, continuous improvement analytics, and learning and development. Each subteam has a unique and critical role to play in supporting our end users and specialists, and cross-functional collaboration is critical to our success.

The Knowledge Strategy team is vital for maintaining the integrity and accessibility of company information for our Customer Experience support team. We play a direct role in Instacart's success by managing and optimizing how knowledge is shared and utilized across the company, fostering a culture of transparency and informed decision-making. We support product launches, continuous improvement efforts, and regulatory requirements by ensuring we have the right strategy, plans, and metrics in place to provide a high-quality experience for our customers, shoppers, retailers, and CX specialists.

About the Job

In this role, you will ensure that Instacart's CX specialists are always equipped with current, accurate, and actionable knowledge. You will:

• Support the readiness intake and execution process: Facilitate the end-to-end flow of readiness requests from CX pillars and internal teams. Own intake, triage, prioritization, production, and publication — leveraging automations to maximize throughput and meet ≤10-day cycle time targets.
• Serve as pillar POC: Act as the primary Knowledge Strategy representative for CX Shopper, Customer, and Retailer pillars. Build strong relationships, manage stakeholder expectations, and proactively surface knowledge needs before they become blockers.
• Partner closely with L&D: Maintain a tight working relationship with L&D team members to align knowledge and training content development, coordinate co-dependent deliverables, and eliminate duplication of effort across surfaces.
• Serve as specialist workflow SME: Maintain deep familiarity with CX specialist workflows, app interfaces, and contact journeys across Shopper, Customer, and Retailer. Ensure all readiness content is accurate, practical, and quickly adopted by the frontline.
• Execute improvement requests: Act on improvement requests from specialists, QA, and Continuous Improvement Analytics, ensuring the knowledge base reflects real-world support needs and reduces avoidable contacts.
• Lead and develop your team: Directly manage a small team of Knowledge Strategists/Associates. Provide coaching, mentorship, clear direction, and regular feedback to build a high-performing team capable of executing at pace. You’ll operate as a player-coach, executing critical team tasks as needed.
• Drive quality and adoption: Ensure all readiness deliverables are error-free, meet content standards set by the Governance pod, and are adopted quickly by the frontline team and AI surfaces.
• Pioneer automation and AI adoption: Lead the team's use of AI-driven tools to streamline content production, improve turnaround time, and scale readiness output without sacrificing quality.

About You

Minimum Qualifications

• Experience & Context: 4+ years of experience in process improvement and/or knowledge management within a high-volume customer support organization.
• Strategic Process Optimization: Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision.
• Systems & Tools: Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys).
• Data-Driven Focus: Advanced ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements.
• Communication & Advocacy: 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.
• Automation & AI: Experience leveraging AI/automation tools to streamline workflows and generate high-quality content.
• People Leadership: Demonstrated ability to lead, mentor, and develop individual contributors. 
• Cross-Functional Execution: Proven track record managing high-volume, time-sensitive intake processes across multiple stakeholder teams in a fast-paced environment.

Preferred Qualifications

• 4+ years of experience in a tech or startup environment.
• Advanced proficiency in using AI tools to automate processes and generate/review content.
• Experience leading transformational knowledge projects.
• Intermediate proficiency in SQL to query databases and modify dashboards.
• Advanced understanding of change management best practices, to identify optimal approaches to communicate and scale changes to a large user base.
• Deep familiarity with Shopper, Customer, and Retailer contact journeys, with demonstrated ability to create processes that align with these experiences.
• Experience partnering with L&D or co-developing training and knowledge content for a frontline support organization.
• Familiarity with readiness automation workflows (e.g., Gumloop or similar tools) and structured content publishing pipelines.

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