Customer Care AI Program Lead

Customer Care AI Program Lead

Company Overview

Ulta Beauty is seeking a strategic, execution-focused professional to support the next phase of Customer Care transformation through artificial intelligence. Guest Services supports millions of customer interactions each year across phone, chat, text, email, and social media, with front-line Service Specialists delivering care and expertise across every channel.

Role and Responsibilities of Customer Care AI Program Lead

You will translate customer needs, contact drivers, interaction data, and operational priorities into practical AI-enabled support workflows. You will also manage AI performance in production by defining success measures, building quality programs, and improving results across digital customer support channels.

• Analyze AI interaction data to identify performance gaps, customer experience friction, and automation opportunities.
• Translate performance findings into prioritized improvement initiatives.
• Execute AI performance improvements based on operational insights and business objectives.
• Partner with engineering, product, and Customer Care operations teams to identify and prioritize customer and agent journeys for automation.
• Support the design, launch, and optimization of AI workflows across digital support channels.
• Collaborate with Knowledge Management teams to ensure AI systems use accurate and structured knowledge sources.
• Support Guest Services launches and AI updates required by the business.
• Assist with designing and developing a performance management framework for customer-facing AI experiences.
• Define performance metrics, measurement methods, reporting standards, and insight-generation processes.
• Lead the design and implementation of a scalable AI quality program that evaluates interaction accuracy, customer experience quality, and resolution effectiveness.

Required Skills and Experience of Customer Care AI Program Lead

• Five or more years of experience in customer support, contact center operations, or digital support environments.
• Strong understanding of customer experience, service metrics, and operational workflows.
• Two or more years of experience working with artificial intelligence, automation, or conversational platforms such as chatbots, virtual assistants, or agent-assist tools.
• Ability to identify and prioritize customer journeys for automation while balancing customer experience, complexity, and business impact.
• Experience collaborating with product, engineering, and operations teams to launch or improve human or AI support workflows.
• Experience designing and implementing performance frameworks, key performance indicators, or quality programs for support operations.
• Experience operationalizing quality assurance or performance programs through business process outsourcing or vendor partners.
• Experience with calibration, audit-the-auditor practices, and continuous improvement processes.
• Strong analytical skills with the ability to translate interaction data into actionable insights and measurable improvements.

Preferred Qualifications

• Direct experience improving AI performance or scaling AI and automation use cases.
• Familiarity with conversational AI platforms such as Gladly, Sierra, Ada, LivePerson, or Dialogflow.

Compensation and Benefits of Customer Care AI Program Lead

The annual pay range for this position is $79,900 to $106,000. Eligible associates may earn additional compensation under the company’s bonus plan.

• Paid time off for eligible full-time associates.
• Health benefits for eligible full-time associates.
• Dental and vision benefits for eligible full-time and part-time associates.
• Life and disability benefits for eligible full-time and part-time associates.
• Potential additional compensation under the company’s bonus plan.

About Ulta Beauty

Ulta Beauty is the largest beauty retailer in North America and a premier destination for cosmetics, fragrance, skin care products, hair care products, and salon services. The company offers more than 25,000 products from approximately 500 established and emerging beauty brands across multiple categories and price points, including Ulta Beauty’s private-label products.