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 Team:

Join Instacart's dynamic Customer Experience team as a Knowledge Management Strategist, where you will play a crucial role in enhancing and refining internal processes for our support specialists. Your efforts will focus on managing and optimizing the flow of procedural knowledge to ensure both operational efficiency and exemplary customer service. Your direct contributions will impact the operational excellence of our frontline support teams and elevate the quality of service provided to our external customers.

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 management (process and content), project management, and continuous improvement analytics. Each subteam has a unique and critical role to play in supporting our end users and specialists and cross-functional collaboration to leverage our combined abilities is critical to our success.

The Knowledge Management team is crucial 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. Our team ensures that all departments have the insights they need to operate effectively, fostering a culture of transparency and informed decision-making.

About the Role:

As a Knowledge Management Strategist at Instacart, you will utilize your robust proficiency in our essential CRM system and process mapping tools to drive significant improvements and efficiencies within our team-level operations. Your decisions will directly influence our workstreams, as you adeptly prioritize and reprioritize tasks, constantly test new solutions, and customize content to suit various audiences and scenarios, thereby enhancing decision-making processes. Your role requires a deep understanding of Instacart's Customer Experience processes. You will be responsible for mapping the current state of Knowledge Base articles and making necessary adjustments to align with our team's Lucidchart standards. Your focus will also be on optimizing these articles, working meticulously with both the requesters via process Jira and collaborating closely with process strategists on complex requests. By doing so, you ensure that our processes are not only efficient but also scalable and reflective of our high standards, making a direct impact on the effectiveness of our customer support operations.

In this role, you will be responsible for mapping and optimizing knowledge processes, ensuring that our knowledge base articles and workflows are streamlined and efficient. You will utilize advanced tools such as Lucidchart, Zendesk, Salesforce, and Genesys to create and maintain dynamic flow maps of the current state of our knowledge articles.

You will play a critical role in eliminating inefficiencies by proactively identifying gaps or redundancies in our knowledge processes, and enhancing operational efficiency. Collaboration is key, as you will be managing communications with peers and upper management to ensure alignment and the timely execution of projects.

You will also handle complex requests, partnering with process strategists to evaluate and enhance intricate processes. Your contributions will extend to strategic discussions that shape the future of our support systems.

Additionally, you will drive continuous improvement by monitoring key performance indicators (KPIs), assessing the effectiveness of our knowledge management practices, and suggesting or implementing improvements that align with business goals. Regular stakeholder engagement with cross-functional teams will be required to support ongoing and future business needs, ensuring optimized specialist and customer experiences.

About You

Minimum Qualifications

3+ years of professional experience in a tech organization or start-up environment
2+ years of contact center experience
Proven ability to understand and use knowledge bases and knowledge management systems
Experience in updating and maintaining documentation such as process maps and articles
Strong written and verbal communication skills within team environments.
Demonstrated ability to deliver work on time and with high quality under direct management
Capacity to adhere to existing guidelines and processes while performing routine tasks
Basic proficiency in tools for creating and updating support and self-service content.

Preferred Qualifications

Experience with tools like Lucidchart for creating and updating process visualizations.
Basic knowledge of SQL is required for this position to effectively query databases.
Proven track record of making effective recommendations for process improvements.
Ability to create and manage external communications and reports.
Experience in auditing knowledge management systems to streamline processes and reduce redundancies.
Aptitude for learning new software and systems quickly and thoroughly.

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For US based candidates, the base pay ranges for a successful candidate are listed below.

CA, NY, CT, NJ
$93,000-$103,000 USD

WA
$89,000-$99,000 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI
$86,000-$95,000 USD

All other states
$77,000-$85,000 USD

Summary
Company name: Instacart
Remote job title: Knowledge Management Strategist
Job tags: Process Improvement, Knowledge Management, Operational Excellence