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AI & Automation Optimization Specialist
Full-time
The Impact You'll Have
Join our Guest Services team as an AI Optimization Specialist. Own the continuous learning, training, and performance optimization of the AI-powered Virtual Advisor, the first point of contact for many guests seeking support. Ensure Virtual Advisors and automation tools accurately resolve guest inquiries across all channels while delivering an exceptional experience.
Responsibilities
Own the ongoing training and tuning of the AI Virtual Advisor and automation tools
Develop and refine conversation paths for end-to-end resolution
Partner with Guest Services, product, engineering, and technology partners
Monitor key KPIs including resolution rate, escalation rate, and CSAT/NPS
Manage AI compliance and governance
Identify trends and gaps in Virtual Advisor performance
Create and present performance reports to leadership
Champion the role of AI in enhancing guest service experience
Maintain and update the knowledge base and training data
Qualifications
2+ years in customer service, conversational AI, or chatbot optimization
Experience with conversational AI platforms (Gladly, Ada, LivePerson, Dialogflow, Sierra)
Strong analytical mindset with data-driven decision making
Excellent communication skills with attention to detail
Familiarity with ML or NLP concepts is a plus
About Ulta Beauty
Ulta Beauty (NASDAQ: ULTA) is the largest North American beauty retailer with more than 25,000 products from approximately 500 beauty brands.
