Knowledge Strategist Team Lead

We're transforming the grocery industryAt Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.Instacart is a Flex First team There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.OverviewAbout the Role -As a Knowledge Strategist Team Lead at Instacart, you are the primary point of contact for CX Shopper, Customer, and Retailer pillars, managing the full flow of readiness and improvement requests — from intake and prioritization through production and publication — with a focus on speed, quality, and automation. You will directly lead a team of Knowledge Strategists/Associates.You will work hand-in-hand with partner teams like Learning & Development to ensure knowledge and training content are co-developed and aligned. You are a specialist workflow subject matter expert, a cross-functional relationship builder, and a high-throughput executor — comfortable managing significant volume while maintaining high standards.About the Team -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, continuous improvement analytics, and learning and development. 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 JobIn this role, you will ensure that Instacart's CX specialists are always equipped with current, accurate, and actionable knowledge. You will:Support the readiness intake and execution process: Facilitate the end-to-end flow of readiness requests from CX pillars and internal teams. Own intake, triage, prioritization, production, and publication — leveraging automations to maximize throughput and meet ≤10-day cycle time targets.Serve as pillar POC: Act as the primary Knowledge Strategy representative for CX Shopper, Customer, and Retailer pillars. Build strong relationships, manage stakeholder expectations, and proactively surface knowledge needs before they become blockers.Partner closely with L&D: Maintain a tight working relationship with L&D team members to align knowledge and training content development, coordinate co-dependent deliverables, and eliminate duplication of effort across surfaces.Serve as specialist workflow SME: Maintain deep familiarity with CX specialist workflows, app interfaces, and contact journeys across Shopper, Customer, and Retailer. Ensure all readiness content is accurate, practical, and quickly adopted by the frontline.Execute improvement requests: Act on improvement requests from specialists, QA, and Continuous Improvement Analytics, ensuring the knowledge base reflects real-world support needs and reduces avoidable contacts.Lead and develop your team: Directly manage a small team of Knowledge Strategists/Associates. Provide coaching, mentorship, clear direction, and regular feedback to build a high-performing team capable of executing at pace. You’ll operate as a player-coach, executing critical team tasks as needed.Drive quality and adoption: Ensure all readiness deliverables are error-free, meet content standards set by the Governance pod, and are adopted quickly by the frontline team and AI surfaces.Pioneer automation and AI adoption: Lead the team's use of AI-dr