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Customer Care AI Program Lead
Full-time
Ulta Beauty's Guest Services (Customer Care) team supports millions of guest interactions each year across phone, chat, text, email, and social media. This role supports the next phase of Customer Care's evolution through AI.
About the Role
This is not a hands-on engineering role. It focuses on applying AI within a contact center environment: identifying where it can improve the customer experience, reduce friction, and scale operations. You will partner closely with product, engineering, and operations teams to prioritize and implement AI-enabled workflows across the customer support journey, and you will own how AI performs in production, including defining success metrics and establishing a quality and performance management approach with internal teams and BPO partners.
Responsibilities
Analyze AI interaction data to identify performance gaps, experience friction, and automation opportunities, translating 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 to automate, supporting the design, launch, and optimization of new AI workflows across digital support channels.
Partner with Knowledge Management teams to ensure AI systems leverage accurate, structured knowledge sources.
Assist in designing the performance management framework for guest-facing AI experiences: metrics definitions, measurement methodologies, reporting, and performance insights.
What We're Looking For
A strong foundation in contact center operations, with an understanding of how the support ecosystem works together to deliver 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.
