Sr Program Manager Guest Services
Listed on 2025-12-07
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Software Development
AI Engineer
OVERVIEW
Discover the possibilities of our 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. Inspired applications of big data, AI and UI/UX. And creative that persuades and delights. All of this, with the opportunity to experience smart ideas come to life
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At Ulta Beauty, we’re forever imagining. Forever striving. Forever investing in next-gen—with deep and rich opportunities for ongoing learning, growth and advancement. We encourage you to take control of your career and set your own ceiling. For curious and big‑picture thinkers who can flex to the need and who want to stretch themselves through courage and conviction, Ulta Beauty provides an environment perfectly suited to your ambitions.
Let’s build brilliant together.
The Senior Program Manager, Customer Care is a strategic leader responsible for developing, optimizing, and scaling the programs and technologies that deliver an exceptional guest experience across Ulta Beauty’s omni‑channel support ecosystem. This role owns the roadmap for Customer Care service capabilities—including the design, governance, and performance of Ulta Beauty’s customer‑facing AI Agent/Assistant solutions that enable self‑service, automated inquiry resolution, and AI‑assisted agent experiences.
This highly collaborative role partners with Technology, Digital Experience, Stores, Supply Chain, Marketing, and other enterprise teams. The Sr. Program Manager acts as the subject matter expert and business owner for Customer Care capabilities, leading initiatives from ideation through execution, adoption, and benefit realization.
SCOPE OF RESPONSIBILITY Strategic Ownership & Roadmap Leadership- Build and maintain the Customer Care capabilities roadmap, including AI, automation, self‑service, and digital support tools.
- Identify opportunities to elevate guest experience, reduce effort, drive revenue, and improve operational efficiency.
- Serve as business owner for Customer Care AI Agent/Assistant capabilities, defining goals, guardrails, and enhancement priorities.
- Lead strategy, training, testing, and optimization of AI chat, messaging, voice, and agent‑assist solutions.
- Partner with Technology, Data Science, and Digital teams to refine models, conversational flows, and performance.
- Measure and act on AI KPIs—accuracy, containment, guest satisfaction, and escalation patterns.
- Ensure AI experiences reflect Ulta Beauty's brand voice, service standards, and privacy expectations.
- Lead end‑to‑end delivery of Customer Care programs—including business cases, requirements, risk management, and successful launch.
- Translate guest insights and operational needs into scalable technology and process improvements.
- Represent Customer Care in enterprise initiatives, ensuring guest‑centric design and operational feasibility.
- Collaborate with Technology, Digital Experience, Retail, Supply Chain, Marketing, and Finance.
- Communicate updates, KPIs, and roadmap alignment to leadership and partners.
- Participate in vendor evaluations, RFPs, pilots, and contract negotiations.
- Serve as primary business owner for Customer Care technology vendors.
- Manage program budgets, forecasting, SOWs, and invoices.
- Track performance across CSAT, AI metrics, agent productivity, vendor productivity, and ROI.
- Maintain strong understanding of frontline processes to ensure capabilities enhance agent and guest experience.
- Partner with Training, Workforce Management, and Operations to drive adoption and readiness for new capabilities.
- Deliver post‑launch results summaries to validate ROI and inform future investments.
- Monitor industry trends and emerging technologies to…
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