Base pyy range dependent on permanent work locatio...
Remote
4+ years knowledge strategy experience
Contact center and crm systems expertise
Ai retrieval and content standards ownership
This role leads the Governance group within the Knowledge Strategy team to establish content standards for readability and AI retrieval
Job Summary
This role leads the Governance group within the Knowledge Strategy team to establish content standards for readability and AI retrieval.
The successful candidate will directly manage a small team of Knowledge Strategists while serving as the primary owner of triage and deadline accountability.
Instacart offers a Flex First work environment allowing employees to choose where they do their best work from home, an office, or a coffee shop.
Matching Summary
This role leads the Governance group within the Knowledge Strategy team to establish content standards for readability and AI retrieval.
Salary
Base pay range dependent on permanent work location; eligible for new hire equity grant and annual refresh grants
Skills & Requirements
Must-have
4+ years knowledge strategy experience
Contact center and CRM systems expertise
AI retrieval and content standards ownership
Team leadership and mentoring capabilities
Data-driven CX metrics analysis
Nice-to-have
SQL proficiency for database queries
Experience with knowledge infrastructure migrations
Change management best practices
Deep familiarity with shopper and retailer journeys
Advanced AI tool automation skills
Key Requirements
4+ years in knowledge strategy
High-volume customer support organization experience
Hands-on understanding of Salesforce and Genesys
Proven ability to lead and mentor individual contributors
Hiring restricted to Ontario, Alberta, British Columbia, Nova Scotia
Work Rights
Must be located in Ontario, Alberta, British Columbia, or Nova Scotia