Knowledge Strategist Team Lead

ABOUT THE ROLE As a Knowledge Strategist Team Lead at Instacart, you will be responsible for managing the full flow of readiness and improvement requests for CX Shopper, Customer, and Retailer pillars. This includes intake, prioritization, production, and publication, with a focus on speed, quality, and automation. You will 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. WHAT YOU'LL DO As a Knowledge Strategist Team Lead, you will be responsible for the following key tasks: - Supporting the readiness intake and execution process, ensuring that all readiness requests are processed efficiently and meet ≤10-day cycle time targets. - Serving as the primary point of contact for CX Shopper, Customer, and Retailer pillars, building strong relationships and managing stakeholder expectations. - Partnering closely with L&D to align knowledge and training content development, coordinate co-dependent deliverables, and eliminate duplication of effort across surfaces. - Maintaining deep familiarity with CX specialist workflows, app interfaces, and contact journeys across Shopper, Customer, and Retailer, ensuring all readiness content is accurate and practical. - Executing improvement requests from specialists, QA, and Continuous Improvement Analytics, ensuring the knowledge base reflects real-world support needs and reduces avoidable contacts. - 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 set by the Governance pod and are adopted quickly by the frontline team and AI surfaces. - Pioneering automation and AI adoption, leading the team's use 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. - Strong relationship-building skills, with the ability to manage stakeholder expectations and build strong relationships with CX pillars and internal teams. - Excellent communication and project management skills, with the ability to facilitate the end-to-end flow of readiness requests. - Experience with knowledge management, content operations, and project management, with a focus on speed, quality, and automation. - Strong leadership skills, with the ability to lead and develop a small team of Knowledge Strategists/Associates. - A player-coach mindset, with the ability to execute critical team tasks as needed. WHY REMOTE Instacart is a Flex First team, offering a flexible approach to where we work. Our employees have the flexibility to choose where they do their best work, whether it's from home, an office, or a favorite coffee shop, while staying connected and building community through regular in-person events. BENEFITS Instacart offers a comprehensive benefits package, including health insurance, parental leave, education stipend, life insurance, and flexible schedule.