AI-Driven Customer Care Program Lead

Ulta Beauty; Bolingbrook (IL); On-site; USD 80,000 - 106,000; Full time

Benefits offered by this job

Health benefits

Dental & Vision

Life Insurance

Disability benefits

Paid time off

Job summary

Ulta Beauty is seeking an experienced AI-enabled operations professional to advance our Customer Care capabilities. You will apply AI to enhance guest interactions, scale support workflows, and partner with product, engineering, and operations to deliver measurable improvements.

The role focuses on applying AI within a contact center environment, defining success metrics, and establishing quality and performance management while collaborating with internal teams and BPO partners.

Qualifications

• 5+ years of experience in customer support, contact center operations, or digital support environments.
• 2+ years of experience working with AI, automation, or conversational platforms.
• Experience designing and implementing performance frameworks, KPIs, or quality programs for support operations.

Responsibilities

• Analyze AI interaction data to identify performance gaps and automation opportunities.
• Execute AI performance improvements based on insights and objectives.
• Collaborate with engineering, product, and Customer Care to automate guest and agent journeys.
• Partner with Knowledge Management to ensure accurate, structured knowledge sources for AI.
• Design and implement a scalable AI quality program with metrics and auditing methods.
• Stay informed about emerging AI capabilities and best practices in customer support automation.

Skills

Strong analytical skills

Strong communication skills

AI/automation experience

Cross-functional collaboration

Conversational AI familiarity

Tools

CRM platforms

QA programs

Support tooling

Job description

Ulta Beauty is seeking an experienced AI-enabled operations professional to advance our Customer Care capabilities. You will apply AI to enhance guest interactions, scale support workflows, and partner with product, engineering, and operations to deliver measurable improvements.

The role focuses on applying AI within a contact center environment, defining success metrics, and establishing quality and performance management while collaborating with internal teams and BPO partners.