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.

MINIMUM QUALIFICATIONS

3+ years of contact center experience, ideally with hands-on knowledge of agent workflows and customer support tools.2+ years of experience in a tech organization or start-up environment, understanding cross-functional dynamics.Demonstrated ability to identify process gaps or inefficiencies and solve through the creation of new processes or optimization of existing processes in a practical and scalable way Robust understanding of contact center systems such as Salesforce and Genesys, including internal communication workflows.Proficiency with CRM systems, and intellectual curiosity and drive to investigate and troubleshoot process issues end-to-end Advanced experience in process mapping and using tools like Lucidchart to visualize and optimize workflows.Exceptional written and verbal communication skills, with the ability to translate technical workflows into accessible documentation for various audiences.Proven ability to work independently, surface problems, suggest solutions, and drive cross-functional projects with limited supervision.

PREFERRED QUALIFICATIONS

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 streamline workflows where applicable.Knowledge of SQL (basic proficiency) to query databases and interpret data relevant to process optimization.Track record of managing and reporting on KPIs for projects and aligning deliverables to meet business outcomes.Understanding of change management best practices, to identify optimal approaches to communicate and scale process changes to a large user base
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.
For US based candidates, the base pay ranges for a successful candidate are listed below.
CA, NY, CT, NJ

As a Knowledge Management Strategist at Instacart, you will leverage your expertise in building scalable processes to drive efficiency and innovation. You’ll work cross-functionally with product managers, engineers, and teams within the Customer Experience (CX) organization to design and optimize processes that improve team performance and customer outcomes.
A strong foundational knowledge of how the Instacart app interfaces with internal admin systems will be critical for success. You will apply this knowledge to create practical, seamless workflows that align with the operations of the Shopper, Customer, and Retailer journeys, ensuring meaningful impact across our processes.
This role requires a deep understanding of contact center operations, including knowledge of basic call-handling skills such as transferring a customer inquiry via voice, chat, or internally through tools like Salesforce and Genesys, as well as familiarity with specialist (agent) workflows. Additionally, you’ll demonstrate significant expertise in process mapping and working collaboratively with Content teams to translate workflows into actionable materials that drive adoption and accountability.
The Knowledge Management Strategist should take a proactive and flexible approach, understanding that no singular solution will suit all cases. Passion for leveraging emerging technologies, such as AI, to automate processes as needed is essential, as is the ability to track key KPI metrics, surface new opportunities, and report on project updates independently with minimal direction from management.