Knowledge Strategist Team Lead

Responsibilities

• Facilitate the end-to-end flow of readiness requests from CX pillars and internal teams: own intake, triage, prioritization, production, and publication while leveraging automations to maximize throughput and meet ≤10-day cycle time targets.
• Serve as the primary Knowledge Strategy representative for CX Shopper, Customer, and Retailer pillars; build strong relationships, manage stakeholder expectations, and proactively surface knowledge needs.
• Maintain a tight working relationship with L&D team members to align knowledge and training content development, coordinate co-dependent deliverables, and eliminate duplication of effort.
• Maintain deep familiarity with CX specialist workflows, app interfaces, and contact journeys across Shopper, Customer, and Retailer to ensure readiness content is accurate, practical, and quickly adopted.
• Act on improvement requests from specialists, QA, and Continuous Improvement Analytics to ensure the knowledge base reflects real-world support needs and reduces avoidable contacts.
• Directly manage a small team of Knowledge Strategists/Associates: provide coaching, mentorship, clear direction, and regular feedback; operate as a player-coach executing critical team tasks as needed.
• Ensure all readiness deliverables are error-free, meet content standards, and are adopted quickly by the frontline team and AI surfaces.
• Lead the team's use of AI-driven tools to streamline content production, improve turnaround time, and scale readiness output without sacrificing quality.

Requirements

• 4+ years of experience in process improvement and/or knowledge management within a high-volume customer support organization.
• Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision.
• Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys).
• Advanced 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 and advocate effectively for the end-user experience across cross-functional teams (Product, Engineering, Legal); ability to present complex scenarios to executive-level audiences.
• Experience leveraging AI/automation tools to streamline workflows and generate high-quality content.
• Demonstrated ability to lead, mentor, and develop individual contributors.
• Proven track record managing high-volume, time-sensitive intake processes across multiple stakeholder teams in a fast-paced environment.

Nice-to-Haves

• 4+ years of experience in a tech or startup environment.
• Advanced proficiency in using AI tools to automate processes and generate/review content.
• Experience leading transformational knowledge projects.
• Intermediate proficiency in SQL to query databases and modify dashboards.
• Advanced understanding of change management best practices.
• Deep familiarity with Shopper, Customer, and Retailer contact journeys.
• Experience partnering with L&D or co-developing training and knowledge content for a frontline support organization.
• Familiarity with readiness automation workflows (e.g., Gumloop or similar tools) and structured content publishing pipelines.