Sr Program Manager Guest Services (Customer Care) at Ulta Beauty
Interview Preparation Plan
This role is responsible for the strategy and delivery of omni-channel Customer Care capabilities at Ulta Beauty. The Sr Program Manager will lead the roadmap for AI Agent/Assistant solutions in customer service, managing programs from ideation to successful launch. This involves translating guest insights and operational needs into scalable technology and process improvements, while managing timelines, budgets, dependencies, and change management. The Sr Program Manager will also be responsible for measuring and acting on AI KPIs such as accuracy, containment, and guest satisfaction, ensuring AI experiences align with Ulta Beauty's brand voice and service standards. The role requires representing Customer Care in enterprise initiatives to ensure guest-centric design and operational feasibility, and may involve vendor management and contract negotiations.
Key Responsibilities
- Own strategy and delivery of omni-channel Customer Care capabilities.
- Lead the roadmap for AI Agent/Assistant solutions in customer service.
- Manage Customer Care programs from ideation to successful launch.
- Translate guest insights and operational needs into scalable technology and process improvements.
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