Remote opportunity at
InstacartKnowledge Program Manager
Instacart operates an essential service that connects customers with grocery and household items, while simultaneously providing flexible earning opportunities for personal shoppers. The Customer Experience organization…
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About This Role
Instacart operates an essential service that connects customers with grocery and household items, while simultaneously providing flexible earning opportunities for personal shoppers. The Customer Experience organization at Instacart strives to make every support interaction effortless, empathetic, and effective for shoppers, partners, and customers alike. Within this department, the Knowledge function incorporates Knowledge Strategy, Content Operations, and Learning and Development to design the internal processes and support content needed for scaling…
Job Description
Instacart operates an essential service that connects customers with grocery and household items, while simultaneously providing flexible earning opportunities for personal shoppers. The Customer Experience organization at Instacart strives to make every support interaction effortless, empathetic, and effective for shoppers, partners, and customers alike. Within this department, the Knowledge function incorporates Knowledge Strategy, Content Operations, and Learning and Development to design the internal processes and support content needed for scaling service delivery.
The organization seeks a Knowledge Program Manager to join a remote team under a Flex First working model, which permits employees to choose whether they work from an office, home, or another preferred location while maintaining connection through periodic in-person events. This professional will manage planning, cross-functional coordination, and execution for various learning and knowledge programs. The position suits an organized individual who thrives in a fast-paced setting and excels at connecting multiple workstreams to advance critical initiatives.
In this role, the coordinator will guide end-to-end program execution for onboarding, upskilling, and content launches while maintaining operational rhythms like sprint boards, launch calendars, and status trackers. Working alongside CX leaders, operations teams, quality assurance, and external vendors, the individual will triage incoming requests, manage dependencies, spot risks, and distribute readiness materials. The position requires strong collaboration with instructional designers and knowledge strategists alongside regular reporting on program health through sprint velocity, completion rates, backlog health, and stakeholder feedback.
Responsibilities
- Manage end-to-end execution of knowledge and learning programs by tracking milestones and coordinating across stakeholders
- Maintain program operating rhythms including Jira intake boards, sprint tracking, launch calendars, and stakeholder communications
- Serve as a point of contact for cross-functional partners to triage incoming requests and route them to the appropriate function
- Partner with subject matter experts, instructional designers, and knowledge strategists to gather inputs and track dependencies
- Draft and distribute program communications, status updates, and launch readiness materials
- Analyze program data such as sprint velocity, backlog health, completion rates, and feedback to report on program health and support continuous improvement
Requirements
- Possess two to four years of experience in program management, project management, learning and development, knowledge management, or a related field
- Demonstrate the ability to manage multiple workstreams simultaneously and coordinate cross-functional work across teams with differing priorities
- Demonstrate strong organizational and project management skills to keep details tight and stakeholders informed
- Exhibit clear written and verbal communication skills for drafting status updates, intake summaries, and launch communications
- Show comfort working with project tracking and collaboration tools like Jira and Google Suite
- Operate independently on defined work while identifying ambiguity and escalating decisions appropriately
- Have experience working with artificial intelligence tools such as Claude, Gumloop, and Gemini
Qualifications
- Experience supporting programs within a customer experience, contact center, operations, or similar high-volume environment
- Familiarity with learning and development or knowledge management processes such as intake, content review cycles, training launches, or governance
- Experience working directly in or alongside instructional design, knowledge strategy, or content operations teams
- Comfort working with data by pulling reports, building trackers, and translating figures into clear narratives for stakeholders
- Exposure to process improvement frameworks or continuous improvement methodologies
Core Skills
Benefits
- Highly market-competitive compensation with base pay ranging from $79,000 to $100,000 depending on permanent geographic location
- Eligibility for a new hire equity grant
- Eligibility for annual equity refresh grants
- Flex First remote work policy allowing employees to choose their work location
Frequently Asked Questions
Is this position remote?
Yes, this role is remote and operates under Instacart's Flex First policy, allowing employees to choose whether they work from home, an office, or another preferred location.
What is the salary range for the Knowledge Program Manager role?
The base pay range depends on the candidate's permanent work location. In CA, NY, CT, and NJ, the range is $95,000 to $100,000 USD; in WA, it is $91,000 to $96,000 USD; in OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, and HI, it is $86,000 to $91,000 USD; and in all other states, the range is $79,000 to $83,500 USD.
What experience is required for this position?
Candidates must have two to four years of experience in program management, project management, learning and development, knowledge management, or a related field, along with experience working with AI tools like Claude, Gumloop, and Gemini.
Does the position include equity grants?
Yes, this role is eligible for a new hire equity grant as well as annual equity refresh grants.
Sample Interview Questions
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