Instacart

1 month ago

Knowledge Strategist Team Lead, Governance

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead the Governance group within Instacart's Knowledge Strategy team, establishing content standards for readability and AI retrieval, owning the auditing function, and driving high-impact internal projects to advance knowledge infrastructure. Directly manage 2+ Knowledge Strategists, triage and prioritize work, and collaborate with product, engineering, legal, and CX stakeholders to improve AI-powered knowledge systems.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•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.

Key Requirements

•4+ years of experience in knowledge strategy within a high-volume customer support organization.
•Strategic process optimization: ability to identify, articulate, and resolve end-to-end operational inefficiencies with limited supervision.
•Systems & tools: robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys).
•Data-driven focus: ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics to identify and implement improvements.
•Automation & AI: experience leveraging AI/automation tools to streamline workflows and generate high-quality content.

Experience:4+ yearsCustomer experienceKnowledge managementAI

Skills:SalesforceGenesysAIContent managementGovernanceAuditingTeam leadership

Languages:English

Tech Stack:SalesforceGenesysAIContent managementKnowledge base

Company Brief

Instacart

Operates an online grocery marketplace connecting customers with personal shoppers and local retailers for grocery delivery and pickup. Provides technology, logistics, and advertising solutions to supermarkets and consumer packaged goods brands.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Glassdoor: 3.6

Website LinkedIn

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Instacart

1 month ago

Knowledge Strategist Team Lead, Governance

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•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.

Key Requirements

•4+ years of experience in knowledge strategy within a high-volume customer support organization.
•Strategic process optimization: ability to identify, articulate, and resolve end-to-end operational inefficiencies with limited supervision.
•Systems & tools: robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys).
•Data-driven focus: ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics to identify and implement improvements.
•Automation & AI: experience leveraging AI/automation tools to streamline workflows and generate high-quality content.

Experience:4+ yearsCustomer experienceKnowledge managementAI

Skills:SalesforceGenesysAIContent managementGovernanceAuditingTeam leadership

Languages:English

Tech Stack:SalesforceGenesysAIContent managementKnowledge base

Company Brief

Instacart

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Glassdoor: 3.6

Website LinkedIn