Knowledge Strategist Team Lead, Governance
WFA Digital Insight
As the demand for skilled professionals in digital governance and content strategy grew 27% in 2025, Instacart is seeking a Knowledge Strategist Team Lead to drive the quality and consistency of their CX knowledge base. With expertise in Salesforce and AI retrieval, this role stands out in the current remote job market. Instacart's commitment to flexibility and community building is a notable aspect, offering a unique work environment. Candidates should be prepared to demonstrate their ability to define governance frameworks and lead high-impact projects.
Job Description
About the Role
The Knowledge Strategist Team Lead, Governance at Instacart is a pivotal role that leads the Governance group within the Knowledge Strategy team. This position requires establishing and maintaining content standards for readability and AI retrieval, owning the team's auditing function, and spearheading high-impact internal projects that advance Instacart's knowledge infrastructure. The role involves directly managing 2+ Knowledge Strategists and serving as the team's primary owner of triage, prioritization, and deadline accountability.The successful candidate will possess deep expertise in how structured knowledge powers contact center AI tools, alongside the ability to define a governance framework and see it through with operational precision. As a team leader, mentoring the pod, influencing cross-functional partners, and maintaining quality in a fast-paced environment are essential aspects of this position.
What You Will Do
- Define and maintain standards for readability, structure, and AI retrieval compatibility across the knowledge base
- Establish guidelines and ensure adherence through regular auditing cycles
- 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
- Spearhead high-impact projects such as migrating workflows across platforms and optimizing knowledge architecture for AI tools
- Directly manage and mentor 2+ Knowledge Strategists
- Serve as the team's primary owner of triage, prioritization, and deadline accountability
- Collaborate with cross-functional teams to advance knowledge infrastructure
- Develop and implement content standards for knowledge base articles
- Ensure compliance with regulatory requirements
What We Are Looking For
- Proven experience in leading governance and content standards for a knowledge base
- Deep understanding of how structured knowledge powers contact center AI tools
- Experience with Salesforce and AI retrieval tools
- Excellent leadership and mentoring skills
- Ability to define governance frameworks and see them through with operational precision
- Strong analytical and problem-solving skills
- Experience in managing and optimizing knowledge bases for readability and AI retrieval
- Understanding of regulatory requirements and compliance
Nice to Have
- Experience with project management tools
- Knowledge of content operations and knowledge strategy
- Familiarity with the grocery delivery industry
- Experience with leading cross-functional teams
Benefits and Perks
- Competitive compensation package
- Flexible work environment with the option to work from home or in an office
- Opportunities for professional growth and development
- Access to cutting-edge technology and tools
- Comprehensive health insurance
- Generous PTO policy
- Remote stipend for home office setup
- Equity in a leading company in the grocery delivery industry
How to Stand Out
- Ensure your resume highlights experience with Salesforce and AI tools, as these are key requirements for the role.
- Develop a portfolio that showcases your ability to define governance frameworks and lead high-impact projects.
- Prepare to discuss how you maintain a culture of accuracy and continuous improvement within a team.
- Research Instacart's commitment to flexibility and community building to understand the company culture.
- Be ready to negotiate your salary based on your experience and the current market demand for skilled professionals in digital governance and content strategy.
- Consider reaching out to current or former employees to gain insights into the company's work environment and expectations.
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