Knowledge Strategist Team Lead
About the role
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 pillars and internal teams.