Overview

About the Role -

As a Knowledge Strategist Team Lead, Governance at Instacart, you will lead the Governance group within the Knowledge Strategy team. You will establish and maintain content standards for readability and AI retrieval, own the team's auditing function, and spearhead high-impact internal projects that advance our knowledge infrastructure. You will directly manage 2+ Knowledge Strategists and serve as the team's primary owner of triage, prioritization, and deadline accountability.

This role demands both strategic vision and operational precision. You will be equally comfortable defining a governance framework and rolling up your sleeves to see it through — with deep expertise in how structured knowledge powers contact center AI tools. You are a team leader: mentoring your pod, influencing cross-functional partners, and keeping quality high in a fast-paced environment.

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 focus on elevating the quality, consistency, and AI-readiness of Instacart's CX knowledge base. You will:

• 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.

About You

Minimum Qualifications

• Experience & Context: 4+ years of experience in knowledge strategy 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 Lead: Demonstrated ability to lead, mentor, and develop individual contributors.

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.
• Experience with structured content authoring and AI knowledge retrieval optimization (e.g., for chatbot or copilot surfaces).
• Experience managing knowledge infrastructure migrations across platforms.

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