Ulta Beauty · 5 hours ago
Guest Services Training & Quality Manager (Customer Service)
Bolingbrook, IL
Full-time
Hybrid
Mid Level
$88K/yr - $112K/yr
3+ years expUlta Beauty is the largest North American beauty retailer and the premier beauty destination for cosmetics, fragrance, skin care products, hair care products and salon services. This role is responsible for the training, quality, and communication programs for the Guest Services team, ensuring effective onboarding and up-skilling of specialists to enhance the guest experience.
BeautyConsumer GoodsCosmeticsRetail
Responsibilities
Own the Guest Services onboarding and continuous training programs. Create, deploy, and measure the effectiveness of training programs for front-line specialists and management on Ulta Beauty products, policies, and practices to ensure a high-level of customer support and a positive experience for our guests
Regularly coordinate and collaborate with functional departments across Ulta Beauty and vendor partners to ensure Guest Services’ training content and practices are aligned enterprise-wide and there is a training plan for events, deployments, and business changes
Certify 3rd party Contact Center training & quality staff to meet training and performance standards
Own communication processes for Guest Services and vendor partners, including a closed-loop feedback program enabling front-line specialists to provide input and receive a status
Develop and manage a knowledge management and response template process, including AI Assistant response guides, and report on its use and effectiveness
Create Standard Operating Procedures to serve all guest inquiries and a quality assurance program that measures effective and timely problem resolution in alignment with guest satisfaction results
Deliver monthly business reviews and improvement plans to leadership and vendor partners
Maintain a schedule of new hire, up-skill, and refresher training
Maintain subject matter expertise and partner with project leaders to learn of business changes and develop, test, and deploy necessary training, change management, and communications
Partner with technical teams to own Guest Services system User Acceptance Testing
Qualification
Required
Bachelor's degree required
3-5 years of experience in contact center operations, training, and/or quality assurance
Strong problem-solving and analytical skills
Enterprise thinker with ability to ‘connect the dots.'
Results-oriented. Bias for action and execution
Excellent time management, planning and organizational skills
Ability to multi-task in a fast-paced environment, manage multiple priorities and meet tight deadlines
Excellent communication skills, including ability to share ideas and information across diverse audiences to drive business decisions. Ability to synthesize clearly and simplify the complex
Ability to gather data, create insights, recommendations, and effectively present verbally and with visuals to staff and leadership
Ability to translate complex initiatives into actionable outcomes across a variety of teams
Expertise with Microsoft Office, LMS, Training design and delivery platforms, contact center CRMs (e.g. Gladly, Oracle, Salesforce, Zendesk, etc.)
Benefits
Paid time off
Health
Dental
Vision
Life and disability benefits
Company
Ulta Beauty
Ulta Beauty is a beauty retailer that offers a wide range of products including cosmetics, fragrances, skincare, and hair care.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$266.3MKey Investors
Berkshire HathawayDimensional Fund Advisors
2024-08-14Post Ipo Equity· $266.3M
2016-10-11Post Ipo Equity
2007-10-25IPO
Leadership Team
Kecia Steelman
President & Chief Operating Officer
Chris Lialios
Senior Vice President Controller
Recent News
Global Cosmetic Industry Magazine
2026-01-23
legacy.thefly.com
2026-01-23
Company data provided by crunchbase