Instacart · 22 hours ago
Senior Knowledge Strategist
United States
Full-time
Remote
Mid, Senior Level
$95K/yr - $100K/yr
5+ years expInstacart is transforming the grocery industry, inviting the world to share love through food. As a Senior Knowledge Strategist, you will enhance and refine internal processes and content for support specialists, directly impacting operational excellence and customer service.
Delivery ServiceE-CommerceGroceryShopping
Responsibilities
Define and lead strategic initiatives: Partner cross functionally to represent CX’s POV and advocate for the end user and agent experience
Produce high quality deliverables: Create digestible and error-free workflows and content that are quickly adopted by stakeholders
Spearhead Data-Driven Decisions: Use data to proactively highlight pain points, design solutions, and socialize solutions around process and content efficacy
Collaborate cross-functionally: Act as a trusted, primary Knowledge representative with CX team members, product managers, engineers, legal, and specialists. Influence product roadmaps
Excel in knowledge systems: Be a subject matter expert in CX workflows and integration points among surfaces such as the app, chatbot, etc. to ensure end users encounter a seamless experience
Pioneer automation and AI adoption: Lead the adoption of AI-driven tools to streamline manual processes and optimize workflows where appropriate
Lead initiatives: Lead significant projects for the team end-to-end with limited guidance from leadership
Qualification
Required
5+ 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 and advocate effectively for the end-user experience across cross-functional teams (Product, Engineering, Legal). Ability to present complex scenarios to executive-level audiences and advocate for a specific course of action
Experience leveraging AI/automation tools to streamline workflows and generate high-quality content
Preferred
4+ years experience in a tech or startup environment
Deep 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 generate/review content
Experience leading transformational knowledge projects
Intermediate proficiency in SQL to query databases and modify dashboards
Advanced understanding of change management best practices, to identify optimal approaches to communicate and scale changes to a large user base
Benefits
Eligible for a new hire equity grant
Annual refresh grants
Company
Instacart
Instacart is an online grocery platform that offers same-day delivery and pickup services for retailers and consumers.
1001-5000 employees
H1B Sponsorship
Instacart has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (156)
2024 (173)
2023 (111)
2022 (159)
2021 (170)
2020 (59)
Funding
Current Stage
Public CompanyTotal Funding
$2.92BKey Investors
T. Rowe PriceTiger Global ManagementD1 Capital Partners
2023-09-19IPO
2021-11-01Private Equity· $232M
2021-09-05Secondary Market
Leadership Team
Chris Rogers
Chief Executive Officer
Brandon Leonardo
Co-Founder
Recent News
The Journal Record
2026-01-18
2026-01-16
Company data provided by crunchbase