7 - Eleven convenience store leader trainee overseeing store operations, staff development, merchandising, and profitability. Leading customer service, cash handling, marketing programs, and store standards.
About the role
- Knowledge Strategist Team Lead at Instacart ensuring access to actionable knowledge for CX specialists. Leading a team and managing readiness requests and improvements with a focus on quality and automation.
Responsibilities
- Facilitate the end-to-end flow of readiness requests from CX pillars and internal teams.
- Act as the primary Knowledge Strategy representative for CX Shopper, Customer, and Retailer pillars.
- Maintain a tight working relationship with L&D team members to align knowledge and training content development.
- Maintain deep familiarity with CX specialist workflows, app interfaces, and contact journeys.
- Act on improvement requests from specialists, QA, and Continuous Improvement Analytics.
- Directly manage a small team of Knowledge Strategists/Associates. Provide coaching, mentorship, clear direction, and regular feedback.
- Ensure all readiness deliverables are error-free, meet content standards, and are adopted quickly by the frontline team.
- Lead the team's use of AI-driven tools to streamline content production, improve turnaround time, and scale readiness output.
Requirements
- 4+ years of experience in process improvement and/or knowledge management within a high-volume customer support organization.
- Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision.
- Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys).
- Advanced ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements.
- Exceptional written and verbal communication skills, including the ability to translate complex technical processes into clear, accessible documentation for diverse audiences.
- Experience leveraging AI/automation tools to streamline workflows and generate high-quality content.
- Demonstrated ability to lead, mentor, and develop individual contributors.
- Proven track record managing high-volume, time-sensitive intake processes across multiple stakeholder teams in a fast-paced environment.
Benefits
- flexible work arrangements
- new hire equity grant
- annual refresh grants
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