Knowledge Strategist Team Lead, Governance

ABOUT THE ROLE We're seeking a seasoned Knowledge Strategist Team Lead, Governance to join our team at Instacart. As a key member of our Knowledge Strategy team, you will lead the Governance group, establishing and maintaining content standards for readability and AI retrieval, owning the team's auditing function, and spearheading 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: - Elevating the quality, consistency, and AI-readiness of Instacart's CX knowledge base - 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 like Sierra and Genesys Copilot - Tracking and reporting on knowledge health metrics, identifying trends, surfacing insights, and leading continuous improvement initiatives grounded in data - Directly managing a small team of Knowledge Strategists, providing coaching, mentorship, clear direction, and regular feedback to build a high-performing team - Collaborating cross-functionally with Product, Engineering, Legal, TechGov, and CX stakeholders to influence standards and tooling decisions that affect the broader knowledge ecosystem - Leading adoption of AI-driven tools to enhance content quality, retrieval accuracy, and governance efficiency at scale WHAT YOU'LL NEED To succeed 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 mentoring and developing a team - Excellent communication and collaboration skills, with the ability to influence cross-functional stakeholders - Deep expertise in how structured knowledge powers contact center AI tools - Experience with AI-driven tools and knowledge management platforms WHY REMOTE At Instacart, we're a Flex First team, which means we offer flexibility in where and how you work. You'll have the autonomy to choose where you do your best work, whether that's from home, an office, or your favorite coffee shop, while staying connected and building community through regular in-person events. BENEFITS As a member of our team, you'll enjoy a range of benefits, including: - Flexible work arrangements - Competitive salary and bonus structure - Comprehensive health and wellness benefits - Paid parental leave - Education stipend - Life insurance - Equipment stipend - Opportunities for professional growth and development