AI & Automation Optimization Expert

Overview Join Ulta Beauty, where we are pioneering the future of beauty retail through a dynamic, omnichannel approach. Our E-commerce associates are at the forefront of innovation, leveraging cutting-edge technologies to enhance the shopping experience for our guests. We focus on creating simplicity, choice, personalized insights, and the joy of discovery, all while embracing the latest advancements in big data, AI, and user experience design. At Ulta Beauty, we are constantly imagining new possibilities and investing in growth opportunities for our team members. This is your chance to take charge of your career in an environment that encourages curiosity and bold thinking. Together, let's create something extraordinary. The Impact You'll Have We are seeking a driven and passionate AI Optimization Expert to join our Guest Services team. In this individual contributor role, you will oversee the continuous improvement and performance optimization of our AI-powered Virtual Advisor, which serves as the initial point of contact for guests seeking assistance. This includes enhancing self-service capabilities across multiple channels, such as , mobile applications, and order communications. Your goal is to ensure that our Virtual Advisors and automation tools can efficiently address a diverse range of guest inquiries while providing an exceptional customer experience. You will collaborate with internal and external stakeholders to bridge the gap between advanced AI technology and exemplary customer service, utilizing analytics, guest feedback, and conversation data for continuous improvement. You'll Accomplish These Goals By Leading the ongoing training and optimization of the AI Virtual Advisor and automation tools, utilizing customer interaction data, feedback, and business objectives to enhance intent recognition, dialogue flow, and response accuracy. Developing and refining conversation pathways to ensure comprehensive resolutions for both common and complex inquiries. Collaborating with Guest Services, product, engineering, and technology partners to address and resolve platform or logic challenges. Monitoring key performance indicators such as topic volumes, resolution rates, escalation rates, and guest satisfaction scores. Ensuring compliance and governance of AI initiatives. Identifying performance trends and gaps in the Virtual Advisor's capabilities and prioritizing improvement opportunities. Creating and presenting performance reports to stakeholders at various leadership levels, emphasizing impact and scalability opportunities. Representing the voice of the guest by analyzing feedback to ensure the Virtual Advisor offers clear, empathetic, and effective support. Advocating for the role of AI in enhancing the guest experience by staying informed about innovative use cases and capabilities for deployment, and iteratively refining existing applications. Maintaining and updating the knowledge base and training materials used by AI, ensuring content relevance, accuracy, and brand alignment. Working in partnership with training, quality, operations, and vendor teams to promote effective communication and operational readiness. Essentials for Success 2+ years of experience in customer service, conversational AI, chatbot optimization, or a related field. A strong understanding of customer experience principles and a passion for leveraging technology to enhance service delivery. Familiarity with conversational AI platforms (e.g., Gladly Sidekick, Ada, LivePerson, Zendesk Answer Bot, Dialogflow, Sierra, etc.) is highly preferred. An analytical mindset with proven experience using data to guide content decisions and assess communication effectiveness. Exceptional written and verbal communication skills, demonstrating a keen attention to detail. The ability to work effectively across teams and independently in a fast-paced environment, exhibiting agility, innovation, and the ability to manage competing priorities. Knowledge of machine learning and natural language processing concepts is advantageous. Proficiency in Microsoft 365 Suite (Word, Excel, PowerPoint, Outlook, Teams, SharePoint), along with experience in content or knowledge management systems (e.g., Gladly, Zendesk Guide, ServiceNow, Bloomfire, Articulate, or similar). A strategic thinker with a strong ownership mentality, focused on action and continuous improvement. The pay range for this position is $57,300.00 - $75,000.00 / Year, plus opportunities for eligible associates to earn additional compensation through the company's bonus plan. Actual pay will be determined based on various factors, including education, qualifications, experience, location, and organizational needs. Full-time positions are eligible for comprehensive benefits, including paid time off, health, dental, and vision benefits, while part-time positions qualify for select benefits. About Us At Ulta Beauty, we believe the possibilities are beautiful. As North America's largest beauty retailer, we serve as the premier destination for cosmetics, fragrances, skincare, and salon services. With over 25,000 products from approximately 500 established and emerging beauty brands, we strive to bring beauty to life every day in-store and online. Each of our locations features a full-service salon offering hair, skin, brow, and makeup services. We value diversity and are committed to considering all qualified applicants for employment, including those with arrest records, conviction records, or other criminal histories, in alignment with applicable local laws.

Created: 2026-03-10