Knowledge Strategist Team Lead, Governance

ABOUT THE ROLE We are seeking a highly skilled Knowledge Strategist Team Lead, Governance to join our team at Instacart. This is a unique opportunity to lead the Governance group within the Knowledge Strategy team, driving the development of content standards, auditing, and high-impact internal projects that advance our knowledge infrastructure. WHAT YOU'LL DO As a Knowledge Strategist Team Lead, Governance, you will be responsible for establishing and maintaining content standards for readability and AI retrieval, owning the team's auditing function, and spearheading internal projects that enhance our knowledge infrastructure. You will directly manage a team of Knowledge Strategists, providing coaching, mentorship, and clear direction to build a high-performing team. Your responsibilities will include: - Defining and maintaining standards for readability, structure, and AI retrieval compatibility across the knowledge base - Overseeing regular audits of the knowledge base, identifying gaps and inconsistencies, and driving remediation - Spearheading high-impact projects such as migrating workflows across platforms and optimizing knowledge architecture for AI tools - Tracking and reporting on knowledge health metrics, identifying trends, and leading continuous improvement initiatives grounded in data - Collaborating cross-functionally with Product, Engineering, Legal, TechGov, and CX stakeholders to influence standards and tooling decisions - Leading the adoption of AI-driven tools to enhance content quality, retrieval accuracy, and governance efficiency at scale WHAT YOU'LL NEED To be successful in this role, you will need: - 4+ years of experience in knowledge strategy within a high-volume customer support organization - Proven ability to identify, articulate, and resolve end-to-end operational issues - Strong leadership and management skills, with experience in coaching and mentoring team members - Excellent communication and collaboration skills, with the ability to influence cross-functional stakeholders - Strong analytical and problem-solving skills, with the ability to track and report on knowledge health metrics WHY REMOTE At Instacart, we are a Flex First team, which means we prioritize flexibility and work-life balance. Our employees have the freedom to choose where they do their best work, whether that's from home, an office, or a favorite coffee shop. We believe that this flexibility allows our team members to be more productive, happy, and fulfilled. BENEFITS As a remote employee at Instacart, you will enjoy a range of benefits, including: - Competitive salary and bonus structure - Comprehensive health plan - Parental leave and education stipend - Flexible schedule and work-from-anywhere policy - Access to cutting-edge technology and tools - Opportunities for professional growth and development