Ulta Beauty · 2 weeks ago
Sr Program Manager Guest Services (Customer Care)
Bolingbrook, IL
Full-time
Hybrid
Senior Level
$103K/yr - $140K/yr
5+ years expUlta Beauty is the largest North American beauty retailer, dedicated to reimagining the future of retail through innovative technologies. The Senior Program Manager, Customer Care will develop and optimize programs that enhance the guest experience across omni-channel support, leading initiatives from ideation to execution.
BeautyConsumer GoodsCosmeticsRetail
Responsibilities
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
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
Manage timelines, budgets, dependencies, and change management
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 identify ongoing innovation opportunities
Qualification
Required
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, including forecasting and ROI measurement
Ability to translate customer and operational needs into clear requirements and solutions
Excellent communication and cross-functional influencing skills
Highly organized, with proven success managing complex, multi-stakeholder programs
Proficiency with project management tools, Tableau, and Microsoft Office
Preferred
Experience in omni-channel retail or complex customer-experience environments
Familiarity with CRM, contact-center platforms, and knowledge-management systems
Understanding of CX/UX principles and AI governance best practices
Benefits
Paid time off
Health
Dental
Vision
Life and disability benefits
Company
Ulta Beauty
Ulta Beauty is a beauty retailer that offers a wide range of products including cosmetics, fragrances, skincare, and hair care.
10001+ employees
H1B Sponsorship
Ulta Beauty has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (9)
Funding
Current Stage
Public CompanyTotal Funding
$266.3MKey Investors
Berkshire HathawayDimensional Fund Advisors
2024-08-14Post Ipo Equity· $266.3M
2016-10-11Post Ipo Equity
2007-10-25IPO
Leadership Team
Chris Lialios
Interim Chief Financial Officer
Kecia Steelman
President & Chief Operating Officer
Recent News
Retail Dive
2026-01-08
Digital Commerce 360
2026-01-07
Retail Dive
2026-01-07
Company data provided by crunchbase