Manager, Content Operations

Overview

Join Instacart’s dynamic Customer Experience team as a Content Operations Manager, where you will play a crucial role in overseeing the architecture, organization, publishing, and maintenance of content within our CRM systems. This role will own taxonomy, content structure, and overall organization to ensure content is easily searchable, relevant, and highly effective for both internal teams and external end users. 

As a Content Manager at Instacart, you will leverage your expertise in designing and maintaining knowledge systems including taxonomy and metadata. Deep experience in customer support systems such as Salesforce and Genesys give you a strong foundation for designing and implementing tactical approaches to improve knowledge management. You’ll oversee the team’s content lifecycle frameworks to govern how content is created, reviewed, published, updated, and deprecated. You excel as a curious critical thinker that loves to proactively solve problems end to end with minimal direction from leadership. You are comfortable navigating new tools and have deep familiarity with measuring content performance. 

The Instacart Customer Experience Process Improvement & Content Operations (PICO) team harnesses our collective expertise to create world-class customer support experiences that foster loyalty, solve problems efficiently, and support the continuous evolution of our business. PICO encompasses knowledge management, project management, and continuous improvement analytics. Each subteam has a unique and critical role to play in supporting our end users and specialists, and cross-functional collaboration is critical to our success.

The Knowledge Management team is vital for maintaining the integrity and accessibility of company information for our Customer Experience support team. We play a direct role in Instacart’s success by managing and optimizing how knowledge is shared and utilized across the company, fostering a culture of transparency and informed decision-making. We support product launches, continuous improvement efforts, and regulatory requirements by ensuring we have the right strategy, plans, and metrics in place to provide a high-quality experience for our customers, shoppers, retailers, and CX specialists.

About the Job

• In this role, you will focus on organizing, maintaining, and optimizing our knowledge system so it serves up accurate and relevant content to external end users and support agents. You will lead:
• Team management: Supervise a small team to handle all publishing and updates within Salesforce and other systems. 
• Content architecture and organization: Own the creation, implementation, and maintenance of content taxonomy across the system to drive searchability and usability. Develop and enforce content tagging strategies to ensure articles, resources, and other materials are organized effectively.
• Searchability & User Experience: Continuously optimize the organization and metadata of content to improve search functionality and user experience within the CRM system. Use data and analytics to monitor search trends and ensure top search terms are effectively addressed in the content library. Conduct audits to identify gaps in content organization and recommend solutions.
• Quality Assurance: Oversee and execute routine audits to measure content functionality, formatting, and accuracy. 
• Data interpretation: Track and analyze metrics related to content engagement, search effectiveness, etc. and use insights to recommend and implement improvements.

About You

Minimum Qualifications

• Experience & Context: 5+ years of experience as a content manager, knowledge manager, or knowledge architect within a high-volume content center
• Content Management: Proven ability to design, implement, and communicate the value of content management strategies. 
• Systems & Tools: Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys). Certification and/or proven experience in Salesforce or similar tools.
• Data-Driven Focus: Ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements.
• Communication: Exceptional written and verbal communication skills, including the ability to translate complex technical processes into clear, accessible documentation for diverse audiences and advocate effectively for the end-user experience across cross-functional teams (Product, Engineering, Legal).
• Technical Advocacy: Proven experience working closely with technical teams to partner on system improvements. 
• Automation & AI: Experience leveraging AI/automation tools to streamline workflows.

Preferred Qualifications

• 3+ years experience in a tech or startup environment.
• Advanced proficiency in using AI tools to automate processes and generate/review content.
• Experience leading large-scale transformational knowledge projects
• Proficiency in SQL to query databases and modify dashboards 
• Strong change management skills, to identify optimal approaches to communicate and scale changes to a large user base.

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