Sr Program Manager Guest Services

Senior Program Manager, Customer Care

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, were forever imagining. Forever striving. Forever investing in next-genwith 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. Lets build brilliant together.

The Impact You Can Have :

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 Beautys omni-channel support ecosystem. This role owns the roadmap for Customer Care service capabilitiesincluding the design, governance, and performance of Ulta Beautys 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

Own strategy, roadmap, and delivery of Guest Services capabilities that support guests across all omni-channel touchpointsincluding 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 KPIsaccuracy, 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 programsincluding 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.

Essentials For Success

510 years of progressive program management experience in Customer Care, Digital Experience, or related fields.

Bachelors 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.

Working Conditions

Professional, fast-paced, collaborative team atmosphere

Travel expectations

24x7x365 operation may require on-premises or remote work on the weekends, evenings, and holidays

The position is located at our headquarters in Bolingbrook - HYBRID

The pay range for this position is $102,900.00 - $140,000.00 / Year with the opportunity for eligible associates to earn additional compensation pursuant to the Company's bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, shift, geographic location, and business and organizational needs. Full-time positions are eligible for paid time off, health, dental, vision, life and disability benefits. Part-time positions are eligible for dental, vision, life, and disability benefits. For additional information concerning our benefits, visit our Benefits and Career Development page.

At Ulta Beauty (NASDAQ : ULTA), the possibilities are beautiful. Ulta Beauty is the largest North American beauty retailer and the premier beauty destination for cosmetics, fragrance, skin care products, hair care products, and salon services. We bring possibilities to life through the power of beauty each and every day in our stores and online with more than 25,000 products from approximately 500 well-established and emerging beauty brands across all categories and price points, including Ulta Beautys own private label. Ulta Beauty also offers a full-service salon in every store featuringhair, skin, brow, and make-up services.

We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.