Customer Care AI Program Lead

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.

At Ulta Beauty, we’re forever imagining, forever striving, and 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.

Guest Services (Customer Care) supports millions of guest interactions each year across phone, chat, text, email, and social media. Our front‑line Service Specialists are at the heart of this work, delivering care and expertise to every customer. We continue to evolve the function by leading with data, using AI responsibly, and innovating to create better guest experiences.

We are seeking a strategic and execution‑focused operator to support the next phase of Customer Care’s evolution through AI. This is not a hands‑on engineering role. Instead, it focuses on applying AI within a contact center environment – identifying where it can improve the customer experience, reduce friction, and scale operations.

This role will partner closely with product, engineering, and operations teams to prioritize and implement AI‑enabled workflows across the customer support journey. It requires strong judgment across both operations and technology, with the ability to translate customer needs and contact drivers into practical, scalable solutions. In parallel, this role will own how AI performs in production. This includes defining success metrics, establishing a quality and performance management approach, and working with internal teams and BPO partners to continuously improve outcomes.

Success in this role comes from a strong foundation in contact center operations, with an understanding of how different parts of the support ecosystem work together to deliver and improve the customer experience. This is paired with comfort working with technology – such as CRM platforms, QA programs, or support tooling. Direct AI experience is a plus but not required. We are looking for someone who is naturally curious, self‑directed, and able to quickly build working knowledge in a rapidly evolving space.

• Analyze AI interaction data to identify performance gaps, experience friction, and automation opportunities: translate performance insights into prioritized improvement initiatives.
• Execute AI performance improvements based on performance insights and business objectives.
• Partner with engineering, product, and Customer Care operations to identify and prioritize guest and agent journeys that should be automated: support the design, launch, and optimization of new AI workflows across digital support channels ensuring new AI.
• Partner with Knowledge Management teams to ensure AI systems leverage accurate, structured knowledge sources. Collaborate on Guest Services launches and AI updates needed to support the business.
• Assist in design and development of the performance management framework for guest‑facing AI experiences: metrics definitions, measurement methodologies, reporting, and performance insights.
• Drive design and implementation of a scalable AI quality program to evaluate interaction accuracy, experience quality, and resolution effectiveness: QA frameworks, audit methodologies, and scoring models for AI interactions.
• Operationalize AI quality monitoring through internal teams and BPO partners responsible for…