Senior Knowledge Strategist

Overview

Join Instacart’s dynamic Customer Experience team as a Senior Knowledge Strategist, where you will play a crucial role in enhancing and refining internal processes and content for our support specialists. Your expertise in managing and optimizing the flow of procedural knowledge and the collateral used to solve contacts will ensure transformative operational efficiency and exemplary customer service. Your contributions will directly impact the operational excellence of our frontline support teams and elevate the quality of service provided to our external customers, shoppers, retailers, and advertisers.

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 strategy, content operations, 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 Strategy 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

• Define and lead strategic initiatives: Partner cross functionally to represent CX’s POV and advocate for the end user and agent experience. 
• Produce high quality deliverables: Create digestible and error-free workflows and content that are quickly adopted by stakeholders. 
• Spearhead Data-Driven Decisions: Use data to proactively highlight pain points, design solutions, and socialize solutions around process and content efficacy.   
• Collaborate cross-functionally: Act as a trusted, primary Knowledge representative with CX team members, product managers, engineers, legal, and specialists. Influence product roadmaps. 
• Excel in knowledge systems: Be a subject matter expert in CX workflows and integration points among surfaces such as the app, chatbot, etc. to ensure end users encounter a seamless experience. 
• Pioneer automation and AI adoption: Lead the adoption of AI-driven tools to streamline manual processes and optimize workflows where appropriate.
• Lead initiatives: Lead significant projects for the team end-to-end with limited guidance from leadership.

About You

Minimum Qualifications

• Experience & Context: 5+ years of experience in process improvement and/or knowledge management 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).
• Data-Driven Focus: Advanced ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements.
• Communication & Advocacy: 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). Ability to present complex scenarios to executive-level audiences and advocate for a specific course of action. 
• Automation & AI: Experience leveraging AI/automation tools to streamline workflows and generate high-quality content.

Preferred Qualifications

• 4+ years experience in a tech or startup environment.
• Deep familiarity with Shopper, Customer, and Retailer contact journeys, with demonstrated ability to create processes that align with these experiences.
• Advanced proficiency in using AI tools to automate processes and generate/review content.
• Experience leading transformational knowledge projects
• Intermediate proficiency in SQL to query databases and modify dashboards 
• Advanced understanding of change management best practices, to identify optimal approaches to communicate and scale changes to a large user base.

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