Manager, Content Operations
Instacart
full-time
Posted on:
Location Type: Remote
Location: California • Colorado • United States
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Salary
💰 $143,000 - $151,000 per year
About the role
- Organizing, maintaining, and optimizing our knowledge system for accurate and relevant content
- 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
- Continuously optimize organization and metadata of content
- Oversee and execute routine audits to measure content functionality, formatting, and accuracy
- Track and analyze metrics related to content engagement and search effectiveness
Requirements
- 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
- Proven experience working closely with technical teams to partner on system improvements
- Experience leveraging AI/automation tools to streamline workflows
Benefits
- Highly market-competitive compensation
- Equity grant eligibility
- Annual refresh grants
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
content managementcontent taxonomymetadata optimizationcontent auditscontent engagement metricssearch effectiveness metricsCX metricsreadability metricsdeflection ratesAI/automation tools
Soft Skills
team supervisioncommunicationcollaborationanalytical thinkingproblem-solvingorganizational skillsattention to detailstrategic thinkingadaptabilityleadership
Certifications
Salesforce certification