instacart.careers

Instacart is a leading grocery technology company in North America that works with grocers and retailers to transform how people shop. They partner with over 1,000 national, regional, and local retail banners to facilitate online shopping, delivery, an...

Internet Software & Services

Information Technology

1K-5K (3500)

121 open positions

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Knowledge Strategist Team Lead, Governance

20 minutes ago

Canada

Full-time

Lead

Operations Manager

Technical Writing and Documentation

Salesforce SQL

Apply Now

instacart.careers

Internet Software & Services

1K-5K

View All Jobs 121

Description

Define and maintain governance standards for readability, structure, and AI retrieval compatibility across the knowledge base.
Oversee regular knowledge base audits, identify gaps and inconsistencies, and drive remediation.
Lead high-impact internal projects, including workflow migrations and knowledge architecture optimization for AI tools.
Track, report, and analyze knowledge health metrics to guide continuous improvement initiatives.
Directly manage and develop a small team of Knowledge Strategists through coaching, mentorship, and feedback.
Act as the primary governance representative with Product, Engineering, Legal, TechGov, and CX stakeholders.
Influence standards and tooling decisions across the broader knowledge ecosystem.
Lead adoption of AI-driven tools to improve content quality, retrieval accuracy, and governance efficiency.
Serve as a player-coach by executing governance work directly when needed.

Requirements

4+ years of experience in knowledge strategy within a high-volume customer support organization.
Proven ability to identify and resolve end-to-end operational inefficiencies with limited supervision.
Hands-on experience with contact center and CRM systems such as Salesforce and Genesys.
Advanced ability to interpret CX and content metrics, including AHT, FCR, readability, and deflection rates.
Exceptional written and verbal communication skills, including the ability to create clear documentation for diverse audiences.
Ability to present complex scenarios to executive-level audiences.
Experience leveraging AI and automation tools to streamline workflows and generate high-quality content.
Demonstrated ability to lead, mentor, and develop individual contributors.
4+ years of experience in a tech or startup environment is preferred.
Advanced proficiency with AI tools to automate processes and generate or review content is preferred.
Experience leading transformational knowledge projects is preferred.
Intermediate SQL skills to query databases and modify dashboards are preferred.
Advanced understanding of change management best practices is preferred.
Deep familiarity with shopper, customer, and retailer contact journeys is preferred.
Experience with structured content authoring and AI knowledge retrieval optimization is preferred.
Experience managing knowledge infrastructure migrations across platforms is preferred.

Benefits

Remote-first Flex First work environment with the ability to work from home, an office, or a coffee shop.
Highly market-competitive compensation with location-based base pay.
Base salary range for Canada: $100,000 to $105,500 CAD.
Eligibility for a new hire equity grant.
Eligibility for annual refresh equity grants.
Hiring currently available in Ontario, Alberta, British Columbia, and Nova Scotia.

Interested in this position?

Apply directly on the company website

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