Knowledge Strategist Team Lead, Governance

Lead the Governance group within the Knowledge Strategy team at Instacart. Establish and maintain content standards for readability and AI retrieval, own the auditing function, and spearhead high-impact internal projects. Directly manage 2+ Knowledge Strategists and serve as the primary owner of triage, prioritization, and deadline accountability.

The Customer Experience Process Improvement & Content Operations (PICO) team creates world-class customer support experiences. The Knowledge Strategy team maintains the integrity and accessibility of company information for the Customer Experience support team.

• Define and maintain standards for readability, structure, and AI retrieval compatibility across the knowledge base.
• Oversee regular audits, identify gaps, and drive remediation.
• Lead strategic projects such as migrating workflows and optimizing knowledge architecture for AI tools like Sierra and Genesys Copilot.
• Track and report knowledge health metrics, identify trends, and lead continuous improvement.
• Directly manage a small team of Knowledge Strategists, providing coaching and mentorship.
• Collaborate cross-functionally with Product, Engineering, Legal, TechGov, and CX stakeholders.
• Lead adoption of AI-driven tools to enhance content quality and governance efficiency.

• 4+ years of experience in knowledge strategy within a high-volume customer support organization.
• Proven ability to identify and resolve end-to-end operational inefficiencies.
• Hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys).
• Advanced ability to interpret CX metrics (AHT, FCR) and content metrics.
• Exceptional written and verbal communication skills.
• Experience leveraging AI/automation tools.
• Demonstrated ability to lead, mentor, and develop individual contributors.

• 4+ years in a tech or startup environment.
• Advanced proficiency in AI tools.
• Experience leading transformational knowledge projects.
• Intermediate SQL proficiency.
• Advanced understanding of change management.
• Deep familiarity with Shopper, Customer, and Retailer contact journeys.
• Experience with structured content authoring and AI knowledge retrieval optimization.
• Experience managing knowledge infrastructure migrations.

Base pay range for Canadian candidates: CAN$100,000—$105,500 CAD. Eligible for new hire equity grant and annual refresh grants.