Knowledge Strategist Team Lead

Instacart

14h•CA$100,000 - CA$105,500•Remote

About The Position

As a Knowledge Strategist Team Lead at Instacart, you will be the primary point of contact for CX Shopper, Customer, and Retailer pillars, managing the full flow of readiness and improvement requests. This includes intake, prioritization, production, and publication, with a focus on speed, quality, and automation. You will directly lead a team of Knowledge Strategists/Associates and work closely with partner teams like Learning & Development to ensure knowledge and training content are co-developed and aligned. You are expected to be a specialist workflow subject matter expert, a cross-functional relationship builder, and a high-throughput executor, comfortable managing significant volume while maintaining high standards. The Instacart Customer Experience Process Improvement & Content Operations (PICO) team aims to create world-class customer support experiences. The Knowledge Strategy team within PICO is vital for maintaining the integrity and accessibility of company information for the Customer Experience support team, directly contributing to Instacart's success by managing and optimizing knowledge sharing and utilization. This role ensures CX specialists are equipped with current, accurate, and actionable knowledge.

Requirements

4+ years of experience in process improvement and/or knowledge management within a high-volume customer support organization.
Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision.
Robust, hands-on 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 (readability, deflection rates) to identify and implement improvements.
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.
Experience leveraging AI/automation tools to streamline workflows and generate high-quality content.
Demonstrated ability to lead, mentor, and develop individual contributors.
Proven track record managing high-volume, time-sensitive intake processes across multiple stakeholder teams in a fast-paced environment.

Nice To Haves

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.

Responsibilities

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.