Sr Program Manager Guest Services; Customer Care

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.

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.

Own strategy, roadmap, and delivery of Guest Services capabilities that support guests across all omni‑channel touchpoints—including automation, AI‑driven self‑service, agent‑assist tools, and live support enhancements. Accountable for AI Agent/Assistant performance, accuracy, compliance, and contribution to customer satisfaction and operational efficiency. This leadership role will have one or more direct reports for project, performance, and insights management.

• 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.
• AI Agent/Assistant Ownership
  • 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.
• Program & Project Leadership
  • 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.
  • Manage timelines, budgets, dependencies, and change management.
• Cross‑Functional Partnership & Influence
  • 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.
• Vendor & Technology Management
  • 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.
• Operational Excellence & Performance Measurement
  • 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.
• Benefit Realization & Continuous Improvement
  • Deliver post‑launch results summaries to validate ROI and inform future investments.
  • Monitor industry trends and emerging technologies to identify ongoing innovation opportunities.

• 5–10 years of progressive program management experience in Customer Care, Digital Experience, or related fields.
• Bachelor’s degree in Business, Technology, Analytics, or related discipline.
• Experience leading technology‑enabled or digital customer‑experience initiatives.
• Experience with conversational AI, generative AI, or customer‑facing AI‑based automation.
• Strong analytical and financial acumen,…