Knowledge Strategist Team Lead

ABOUT THE ROLE As a Knowledge Strategist Team Lead at Instacart, you will play a critical role in shaping the company's knowledge strategy and ensuring that Instacart's Customer Experience specialists have access to current, accurate, and actionable knowledge. You will be responsible for managing a team of Knowledge Strategists/Associates and overseeing the full flow of readiness and improvement requests, from intake and prioritization through production and publication. WHAT YOU'LL DO As a Knowledge Strategist Team Lead, your primary responsibilities will include: - Supporting the readiness intake and execution process, ensuring that all readiness requests are properly triaged, prioritized, and executed within a 10-day cycle time target - Serving as the primary point of contact for CX Shopper, Customer, and Retailer pillars, building strong relationships with stakeholders and proactively surfacing knowledge needs - Partnering closely with the Learning & Development team to align knowledge and training content development, eliminate duplication of effort, and ensure co-dependent deliverables are coordinated - Maintaining deep familiarity with CX specialist workflows, app interfaces, and contact journeys across Shopper, Customer, and Retailer, and ensuring all readiness content is accurate and practical - Executing improvement requests from specialists, QA, and Continuous Improvement Analytics, and ensuring the knowledge base reflects real-world support needs - Leading and developing a small team of Knowledge Strategists/Associates, providing coaching, mentorship, clear direction, and regular feedback to build a high-performing team - Driving quality and adoption of readiness deliverables, ensuring they meet content standards and are adopted quickly by the frontline team and AI surfaces - Pioneering the adoption of AI-driven tools to streamline content production, improve turnaround time, and scale readiness output without sacrificing quality WHAT YOU'LL NEED To be successful in this role, you will need: - A deep understanding of CX specialist workflows, app interfaces, and contact journeys across Shopper, Customer, and Retailer - Excellent communication and relationship-building skills, with the ability to build strong relationships with stakeholders and proactively surface knowledge needs - Strong project management and execution skills, with the ability to oversee complex projects and meet tight deadlines - Experience leading and developing high-performing teams, with a focus on coaching, mentorship, and regular feedback - A passion for innovation and a willingness to pioneer the adoption of AI-driven tools to streamline content production and improve turnaround time WHY REMOTE Instacart is a Flex First team, which means that employees have the flexibility to choose where they do their best work - whether that's from home, an office, or a coffee shop. This approach allows employees to stay connected and build community through regular in-person events, while also providing the flexibility to work in a way that suits their individual needs. BENEFITS - Flexible work arrangements, including the option to work from home or a coffee shop - A competitive salary and benefits package, including health insurance, parental leave, and education stipend - Opportunities for professional growth and development, including training and mentorship programs - A dynamic and collaborative work environment, with a focus on innovation and customer satisfaction