Knowledge Management Strategist
at Instacart
Remote
We're transforming the grocery industry
At 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.
Overview
About the Role -
As a Knowledge Management Strategist at Instacart, you will leverage your expertise in building scalable processes to drive efficiency and innovation. You’ll work cross-functionally with product managers, engineers, and teams within the Customer Experience (CX) organization to design and optimize processes that improve team performance and customer outcomes.
A strong foundational knowledge of how the Instacart app interfaces with internal admin systems will be critical for success. You will apply this knowledge to create practical, seamless workflows that align with the operations of the Shopper, Customer, and Retailer journeys, ensuring meaningful impact across our processes.
This role requires a deep understanding of contact center operations, including knowledge of basic call-handling skills such as transferring a customer inquiry via voice, chat, or internally through tools like Salesforce and Genesys, as well as familiarity with specialist (agent) workflows. Additionally, you’ll demonstrate significant expertise in process mapping and working collaboratively with Content teams to translate workflows into actionable materials that drive adoption and accountability.
The Knowledge Management Strategist should take a proactive and flexible approach, understanding that no singular solution will suit all cases. Passion for leveraging emerging technologies, such as AI, to automate processes as needed is essential, as is the ability to track key KPI metrics, surface new opportunities, and report on project updates independently with minimal direction from management.
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 management (process and content), 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.
About the Job
You will focus on process design, optimization, and continuous improvement, ensuring our systems and practices reflect world-class standards. Map and improve processes: Use tools like Lucidchart to create and maintain visual flow maps for our workflows and Knowledge Base (KB) articles, adhering to team standards. Identify and address any gaps, redundancies, or inefficiencies.Collaborate cross-functionally: Partner with peers, process strategists, product managers, engineers, and Content teams to ensure all processes are actionable, scalable, efficient, and impactful.Utilize knowledge systems: Work hands-on with systems like Salesforce and Genesys to maintain efficient workflows and proactively address operational constraints.Drive automation and AI adoption: Leverage AI-driven tools to streamline manual processes and optimize workflows where appropriate.Monitor and report progress: Define and track key performance indicators (KPIs) for your projects, regularly reporting updates and surfacing opportunities for further improvement.Develop process tools and documentation: Create and maintain process maps, knowledge articles, and training materials aligned with team goals.Your cross-functional work will empower you to independently handle complex requests and ensure consistent alignment with business objectives.
About You
Minimum Qualifications
3+ years of contact center experience, ideally with hands-on knowledge of agent workflows and customer support tools.2+ years of experience in a tech organization or start-up environment, understanding cross-functional dynamics.Demonstrated ability to identify process gaps or inefficiencies and solve through the creation of new processes or optimization of existing processes in a practical and scalable way Robust understanding of contact center systems such as Salesforce and Genesys, including internal communication workflows.Proficiency with CRM systems, and intellectual curiosity and drive to investigate and troubleshoot process issues end-to-end Advanced experience in process mapping and using tools like Lucidchart to visualize and optimize workflows.Exceptional written and verbal communication skills, with the ability to translate technical workflows into accessible documentation for various audiences.Proven ability to work independently, surface problems, suggest solutions, and drive cross-functional projects with limited supervision.
Preferred Qualifications
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 streamline workflows where applicable.Knowledge of SQL (basic proficiency) to query databases and interpret data relevant to process optimization.Track record of managing and reporting on KPIs for projects and aligning deliverables to meet business outcomes.Understanding of change management best practices, to identify optimal approaches to communicate and scale process changes to a large user base
Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.
Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.
For US based candidates, the base pay ranges for a successful candidate are listed below.