Knowledge Strategist Team Lead, Governance

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 Strategist Team Lead, Governance at Instacart, you will lead the Governance group within the Knowledge Strategy team. You will establish and maintain content standards for readability and AI retrieval, own the team's auditing function, and spearhead high-impact internal projects that advance our knowledge infrastructure. You will directly manage 2+ Knowledge Strategists and serve as the team's primary owner of triage, prioritization, and deadline accountability. This role demands both strategic vision and operational precision. You will be equally comfortable defining a governance framework and rolling up your sleeves to see it through — with deep expertise in how structured knowledge powers contact center AI tools. You are a team leader: mentoring your pod, influencing cross-functional partners, and keeping quality high in a fast-paced environment. 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 strategy, content operations, project management, continuous improvement analytics, and learning and development. 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 Strategy 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. We support product launches, continuous improvement efforts, and regulatory requirements by ensuring we have the right strategy, plans, and metrics in place to provide a high-quality experience for our customers, shoppers, retailers, and CX specialists. About the Job In this role, you will focus on elevating the quality, consistency, and AI-readiness of Instacart's CX knowledge base. You will: Own governance and content standards: Define and maintain standards for readability, structure, and AI retrieval compatibility across the knowledge base. Establish guidelines and ensure adherence through regular auditing cycles. Lead auditing and quality assurance: Oversee regular audits of the knowledge base, identify gaps and inconsistencies, and drive remediation. Maintain a culture of accuracy and continuous improvement within the pod. Lead strategic internal projects: Spearhead high-impact projects such as migrating workflows across platforms and optimizing knowledge architecture for AI tools like Sierra and Genesys Copilot.