Knowledge Program Manager

Location: United States - Remote

Department: Customer Experience & Operations

Why this role is on the menu

The Customer Experience (CX) organization at Instacart is focused on making every interaction effortless, empathetic, and effective for our customers, shoppers, and partners. Our Knowledge team, spanning Knowledge Strategy, Content Operations, and Learning & Development, designs the programs, processes, and content that enable CX teams to deliver consistently excellent support at scale.

We are looking for a Knowledge Program Manager who will support the planning, coordination, and execution of programs across our unified Knowledge function. In this role, you will work alongside Program Managers and cross-functional stakeholders like CX Leaders, Operations, Quality, and Vendors to keep programs moving, track deliverables, manage intake and prioritization workflows, and ensure cross-functional partners stay aligned. You will thrive in this role if you are highly organized, comfortable in a fast-moving environment, and energized by connecting the dots between multiple workstreams to drive progress on things that matter.

What you'll cook up in your first year

• Support the end-to-end execution of knowledge and learning programs (e.g., onboarding, upskilling, content launches, process rollouts) by managing timelines, tracking milestones, and coordinating across stakeholders.
• Manage and maintain program operating rhythms — including Jira intake boards, sprint tracking, launch calendars, and stakeholder communications — to keep work visible and on track.
• Serve as a point of contact for cross-functional partners submitting requests, triaging incoming work through the intake process and routing to the right function (Knowledge Strategy, Content Operations, or Learning & Development).
• Partner with subject matter experts, instructional designers, and knowledge strategists to gather inputs, track dependencies, and flag risks before they become blockers.
• Draft and distribute program communications, status updates, and launch readiness materials for internal stakeholders and CX leaders.
• Use program data — sprint velocity, backlog health, completion rates, and stakeholder feedback — to surface trends, report on program health, and support continuous improvement.

The secret ingredients we're looking for

Must-have pantry staples (Minimum Qualifications)

• 2–4 years of experience in Program Management, Project Management, Learning & Development, Knowledge Management, or a related field, with demonstrated ability to manage multiple workstreams simultaneously.
• Proven ability to coordinate cross-functional work across teams with different priorities, timelines, and ways of working.
• Strong organizational and project management skills — you keep details tight, deadlines visible, and stakeholders informed without being asked.
• Clear, professional written and verbal communication skills; comfortable drafting status updates, intake summaries, and launch communications.
• Comfortable working with tools like Jira, Google Suite, or similar project tracking and collaboration platforms.
• Ability to operate independently on defined work while flagging ambiguity and escalating decisions appropriately.
• Experience working with AI tools, such as Claude, Gumloop, Gemini, etc. 

Optional garnishes (Preferred Qualifications)

• Experience supporting programs in a customer experience, contact center, operations, or similar high-volume environment.
• Familiarity with L&D or knowledge management processes — intake, content review cycles, training launches, or knowledge governance.
• Experience working in or alongside instructional design, knowledge strategy, or content operations teams.
• Comfort with data — pulling reports, building trackers, and translating numbers into a clear story for stakeholders.
• Exposure to process improvement frameworks or continuous improvement thinking (e.g., identifying bottlenecks, tightening SLAs, improving handoff quality).

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