Manager, Content Operations

We're transforming the grocery industryAt 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 teamThere’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.OverviewJoin Instacart’s dynamic Customer Experience team as a Content Operations Manager, where you will play a crucial role in overseeing the architecture, organization, publishing, and maintenance of content within our CRM systems. This role will own taxonomy, content structure, and overall organization to ensure content is easily searchable, relevant, and highly effective for both internal teams and external end users.As a Content Manager at Instacart, you will leverage your expertise in designing and maintaining knowledge systems including taxonomy and metadata. Deep experience in customer support systems such as Salesforce and Genesys give you a strong foundation for designing and implementing tactical approaches to improve knowledge management. You’ll oversee the team’s content lifecycle frameworks to govern how content is created, reviewed, published, updated, and deprecated. You excel as a curious critical thinker that loves to proactively solve problems end to end with minimal direction from leadership. You are comfortable navigating new tools and have deep familiarity with measuring content performance.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, 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 is critical to our success.The Knowledge Management 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 organizing, maintaining, and optimizing our knowledge system so it serves up accurate and relevant content to external end users and support agents. You will lead:• Team management: Supervise a small team to handle all publishing and updates within Salesforce and other systems.• Content architecture and organization: Own the creation, implementation, and maintenance of content taxonomy across the system to drive searchability and usability. Develop and enforce content tagging strategies to ensure articles, resources, and other materials are organized effectively.• Searchability & User Experience: Continuously optimize the organization and metadata of content to improve search functionality and user experience within the CRM system. Use data and analytics to monitor search trends and ensure top search terms are effectively addressed in the content library. Conduct audits to identify gaps in content organization and recommend solutions.• Quality Assurance: Oversee and execute routine audits to measure content functionality, formatting, and accuracy.• Data interpretation: Track and analyze metrics related to content engagement, search effectiveness, etc. and use insights to recommend and implement improvements.About YouMinimum Qualifications• Experience & Context: 5+ years of experience as a content manager, knowledge manager, or knowledge architect within a high-volume content center• Content Management: Proven ability to design, implement, and communicate the value of content management strategies.• Systems & Tools: Robust, hands-on understanding Apply tot his job Apply To this Job