Knowledge Strategist Team Lead

Instacart

Remote, United States
Remote
4+ years process improvement experience
Customer support organization background
Crm systems like salesforce or genesys
This role serves as the primary point of contact for CX Shopper, Customer, and Retailer pillars to manage the full flow of readiness requests

Job Summary

  • This role serves as the primary point of contact for CX Shopper, Customer, and Retailer pillars to manage the full flow of readiness requests.
  • The team focuses on leveraging automations and AI-driven tools to maximize throughput while meeting strict cycle time targets.
  • Instacart operates a Flex First culture allowing employees to choose their work location while staying connected through regular in-person events.

Matching Summary

This role serves as the primary point of contact for CX Shopper, Customer, and Retailer pillars to manage the full flow of readiness requests.

Skills & Requirements

Must-have

  • 4+ years process improvement experience
  • Customer support organization background
  • CRM systems like Salesforce or Genesys
  • Team leadership and mentorship skills
  • AI and automation workflow implementation

Nice-to-have

  • SQL proficiency for data querying
  • Tech or startup environment experience
  • Change management best practices
  • Deep familiarity with contact journeys
  • Experience with readiness automation tools

Key Requirements

  • 4+ years in process improvement or knowledge management
  • Proven ability to lead and develop individual contributors
  • Advanced understanding of CX metrics like AHT and FCR

Work Rights

Not specified

Tailored Resume

Cover Letter