Guest Services Training & Quality Manager; Customer Service

Overview

Discover the possibilities of Ulta Beauty's progressive, omnichannel approach to beauty retail. At Ulta Beauty, our E-commerce associates sit at the cutting edge of our efforts to reimagine the future of retail. Through a full suite of new and emerging technologies, this team is creating an enhanced buying experience for guests who crave simplicity, choice, personal insights and the joy of discovery, with greater interactivity, using big data, AI and UI/UX, and creative that persuades and delights.

This is an environment where smart ideas come to life. Ulta Beauty is committed to ongoing learning, growth and advancement and encourages you to take control of your career. Let’s build brilliant together.

THE IMPACT YOU CAN HAVE

This role is responsible for the training, quality, and communication programs and resources, and will lead a direct report to work collaboratively with internal and external teams. This leader is responsible for KPIs that measure effective and on-time onboarding and up-skilling of guest-facing Specialists within the internal Guest Services team, external Contact Center partners, and our Agentic AI use-cases, to stay ahead of evolving business and consumer needs.

They will manage assessments on training knowledge, quality of work, and KPIs for the Guest Services and cross-functional departments to deliver a great guest experience. This leader is responsible for Train-the-Trainer certifications and resource planning at scale during peak seasons in retail. They will lead with data by providing insights from team feedback, quality assessments, and guest satisfaction results to identify improvement opportunities.

This role will manage knowledge base content and training curriculum across a variety of roles with a clear understanding of systems and processes impacting the guest experience. They will also oversee the administration of Guest Services systems with a dotted line report staff from IT.

YOU'LL ACCOMPLISH THESE GOALS BY

• Own the Guest Services onboarding and continuous training programs. Create, deploy, and measure the effectiveness of training programs for front-line specialists and management on Ulta Beauty products, policies, and practices to ensure a high-level of customer support and a positive experience for our guests.
• Regularly coordinate and collaborate with functional departments across Ulta Beauty and vendor partners to ensure Guest Services’ training content and practices are aligned enterprise-wide and there is a training plan for events, deployments, and business changes.
• Certify 3rd party Contact Center training & quality staff to meet training and performance standards.
• Own communication processes for Guest Services and vendor partners, including a closed-loop feedback program enabling front-line specialists to provide input and receive a status.
• Develop and manage a knowledge management and response template process, including AI Assistant response guides, and report on its use and effectiveness.
• Create Standard Operating Procedures to serve all guest inquiries and a quality assurance program that measures effective and timely problem resolution in alignment with guest satisfaction results.
• Deliver monthly business reviews and improvement plans to leadership and vendor partners.
• Maintain a schedule of new hire, up-skill, and refresher training
• Maintain subject matter expertise and partner with project leaders to learn of business changes and develop, test, and deploy necessary training, change management, and communications.
• Partner with technical teams to own Guest Services system User Acceptance Testing

ESSENTIALS FOR SUCCESS

• Bachelor’s degree required
• 3-5 years of experience in contact center operations, training, and/or quality assurance
• Strong problem-solving and analytical skills
• Enterprise thinker with ability to ‘connect the dots’
• Results-oriented. Bias for action and execution
• Excellent time management, planning and organizational skills
• Ability to multi-task in a fast-paced environment, manage multiple priorities and meet tight deadlines
• Excellent communication skills, including ability to share ideas and information across diverse audiences to drive…