Instacart · 6 days ago
Manager, Content Operations
United States
Full-time
Remote
Senior Level
$143K/yr - $151K/yr
5+ years expInstacart is transforming the grocery industry and is seeking a Content Operations Manager to oversee the architecture, organization, publishing, and maintenance of content within their CRM systems. This role involves managing a team, optimizing content for searchability and user experience, and ensuring the effectiveness of knowledge management practices.
Delivery ServiceE-CommerceGroceryShopping
Responsibilities
Supervise a small team to handle all publishing and updates within Salesforce and other systems
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
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
Oversee and execute routine audits to measure content functionality, formatting, and accuracy
Track and analyze metrics related to content engagement, search effectiveness, etc. and use insights to recommend and implement improvements
Qualification
Required
5+ years of experience as a content manager, knowledge manager, or knowledge architect within a high-volume content center
Proven ability to design, implement, and communicate the value of content management strategies
Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys). Certification and/or proven experience in Salesforce or similar tools
Ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements
Exceptional written and verbal communication skills, including the ability to translate complex technical processes into clear, accessible documentation for diverse audiences and advocate effectively for the end-user experience across cross-functional teams (Product, Engineering, Legal)
Proven experience working closely with technical teams to partner on system improvements
Experience leveraging AI/automation tools to streamline workflows
Preferred
3+ years experience in a tech or startup environment
Advanced proficiency in using AI tools to automate processes and generate/review content
Experience leading large-scale transformational knowledge projects
Proficiency in SQL to query databases and modify dashboards
Strong change management skills, to identify optimal approaches to communicate and scale changes to a large user base
Benefits
New hire equity grant
Annual refresh grants
Company
Instacart
Instacart is an online grocery platform that offers same-day delivery and pickup services for retailers and consumers.
1001-5000 employees
H1B Sponsorship
Instacart has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (156)
2024 (173)
2023 (111)
2022 (159)
2021 (170)
2020 (59)
Funding
Current Stage
Public CompanyTotal Funding
$2.92BKey Investors
T. Rowe PriceTiger Global ManagementD1 Capital Partners
2023-09-19IPO
2021-11-01Private Equity· $232M
2021-09-05Secondary Market
Leadership Team
Chris Rogers
Chief Executive Officer
Brandon Leonardo
Co-Founder
Recent News
Crain's New York Business
2026-01-24
The Journal Record
2026-01-18
Company data provided by crunchbase