Knowledge Management Strategist

$93,000 - $103,000/Yr

Instacart - Remote, OR

Full-time

Remote - Remote, OR

Couriers and Messengers

About the position

As a Knowledge Management Strategist at Instacart, you will enhance and refine internal processes for support specialists, focusing on managing and optimizing procedural knowledge to ensure operational efficiency and exemplary customer service. Your contributions will directly impact the effectiveness of customer support operations and the quality of service provided to external customers.

Responsibilities

• Map and optimize knowledge processes to streamline workflows.
• Utilize tools like Lucidchart, Zendesk, Salesforce, and Genesys to create and maintain dynamic flow maps of knowledge articles.
• Identify gaps or redundancies in knowledge processes and eliminate inefficiencies.
• Manage communications with peers and upper management to ensure project alignment and timely execution.
• Handle complex requests and collaborate with process strategists to enhance intricate processes.
• Monitor key performance indicators (KPIs) to assess the effectiveness of knowledge management practices and suggest improvements.
• Engage with cross-functional teams to support ongoing and future business needs.

Requirements

• 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.

Nice-to-haves

• Experience with tools like Lucidchart for creating and updating process visualizations.
• Basic knowledge of SQL for querying 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.

Benefits

• Highly market-competitive compensation and benefits.
• Remote work flexibility under the Flex First policy.
• New hire equity grant and annual refresh grants.