The opportunity
As a Knowledge Strategist Team Lead, Governance at Instacart, you will lead the Governance group within the Knowledge Strategy team. You will establish and maintain content standards for readability and AI retrieval, own the team's auditing function, and spearhead high-impact…
What you'll do
Own governance and content standards: Define and maintain standards for readability, structure, and AI retrieval compatibility across the knowledge base. Establish guidelines and ensure adherence through regular auditing cycles.
Lead auditing and quality assurance: Oversee regular audits of the knowledge base, identify gaps and inconsistencies, and drive remediation. Maintain a culture of accuracy and continuous improvement within the pod.
Lead strategic internal projects: Spearhead high-impact projects such as migrating workflows across platforms and optimizing knowledge architecture for AI tools like Sierra and Genesys Copilot.
Report knowledge metrics and drive continuous improvement: Track and report on knowledge health metrics. Identify trends, surface insights, and lead continuous improvement initiatives grounded in data.
Lead and develop your team: Directly manage a small team of Knowledge Strategists. Provide coaching, mentorship, clear direction, and regular feedback to build a high-performing team. You’ll operate as a player-coach, executing work yourself as needed.
Collaborate cross-functionally: Act as the primary Knowledge representative for governance-related work with Product, Engineering, Legal, TechGov, and CX stakeholders. Influence standards and tooling decisions that affect the broader knowledge ecosystem.
What they're looking for
- Pioneer AI and automation adoption: Lead adoption of AI-driven tools to enhance content quality, retrieval accuracy, and governance efficiency at scale.
- Experience & Context: 4+ years of experience in knowledge strategy within a high-volume customer support organization.
- Strategic Process Optimization: Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision.
- Systems & Tools: Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys).
