Sr Manager Service Delivery (Customer Service)

Overview

Discover the possibilities of our progressive, omnichannel approach to beauty retail. At Ulta Beauty, our E-commerce associates sit at the cutting edge of our efforts to reimagine the future of retail. Through a full suite of new and emerging technologies, this team is creating an enhanced buying experience for guests who crave simplicity, choice, personal insights and the joy of discovery. With greater interactivity. Inspired applications of big data, AI and UI/UX. And creative that persuades and delights. All of this, with the opportunity to experience smart ideas come to life .

At Ulta Beauty, we’re forever imagining. Forever striving. Forever investing in next-gen—with deep and rich opportunities for ongoing learning, growth and advancement. We encourage you to take control of your career and set your own ceiling. For curious and big-picture thinkers who can flex to the need and who want to stretch themselves through courage and conviction, Ulta Beauty provides an environment perfectly suited to your ambitions. Let’s build brilliant together.

THE IMPACT YOU CAN HAVE:

The Senior Manager, Service Delivery is responsible for the day-to-day operations of corporate guest services teams; developing and empowering team members, creating and enforcing procedures and policies, and executing initiatives. They will leverage their expertise of leading customer service teams in a contact center environment coupled with AI Assistant technology to implement effective service strategies. This leader is responsible for hiring, teaching, and leading a diverse team that directly interfaces with our external guests, store associates, and our executive team to engage with guests and resolve inquiries accurately and timely. They will capture the voice of the guest, drive process improvements, and build relationships with business partners to improve the guest experience in our omni-channel retail environment. They and their team will enable the success of our contact center vendors’ front-line agents in achieving department goals. The team is currently comprised of Social Media Representatives and their leader, Guest Service Advocates (tier-3 support), a Training and Quality Manager and a Communications Specialist. They will work collaboratively and cross-functionally with their peers and department leaders across the business to identify service opportunities, collect facts and data to present suggested improvements, and bring those improvements to life via content creation, communication plans, and motivating and inspiring the team to deliver best-in-class guest service. The Service Delivery Manager is responsible for presenting department results and improvement plans to executive-level leadership.

YOU'LL ACCOMPLISH THESE GOALS BY:

Overseeing and directing all aspects of our corporate Guest Services teams including policies, objectives, and initiatives, in a 24x7x365 operation. Provide our internal Guest Services team with a high level of support, development, and results accountability to achieve department goals. Foster a healthy team culture and empower team members to deliver an excellent guest experience.

• Manage Guest Services corporate teams by ensuring proper planning, staffing, and operational functions across all communication channels (e.g. voice, email, chat, text, social media, and executive escalations).
• Review operations performance daily to ensure optimal service levels, customer satisfaction, quality, staffing, budget, and KPIs are consistently met and diagnose emerging trends.
• Maintain and develop pertinent operational statistics, financial management information, and results reporting.
• Hire, train, coach, and manage a staff of individual contributors and managers supporting the functions of tier 3 support, Social Media, Training, Communications.
• Manage and evolve an effective training program, staff development, employee recognition programs, and a feedback loop that results in a highly engaged staff that consistently achieves department goals.
• Acts as company subject matter expert for all aspects related to the corporate Guest Services operations and the service processes within our contact center vendor teams.
• Support business development initiatives to ensure corporate departments and contact center vendors are prepared in advance.
• Lead holiday peak season planning and communications, including supporting the contact center ramp-up process to deliver operational excellence.
• Ensure Ulta Beauty culture and values are upheld with a highly supportive, empowering, professional, inclusive approach to leading the corporate Guest Services team.
• Keeps ahead of industry developments and applies best practices to areas of improvement
• Maintains a working knowledge of company systems, processes and policies, with an effectiveness to serve guest inquiries first-hand across all contact channels.
• Act as a cross-functional liaison to follow up internally on escalated or unresolved issues and address root-cause.
• Participate in monthly and quarterly reviews concerning corporate Guest Services and contact center vendor performance, results to targets, and upcoming events.
• Build and maintain relationships to work collaboratively with key roles on the Guest Services team in Operations and Program Management to actively prioritize and balance workload, show reliability, a high quality of work, and performance ownership.
• Meet with each team member individually on a regular basis and maintain an open-door policy to encourage and solicit feedback, followed by taking action to make improvements that allow people to do their best work and meet the evolving needs of our internal and external guests.
  
  

ESSENTIALS FOR SUCCESS;

• Minimum of 3-5 years of experience in the customer care industry with at least 3 years in a management capacity
• Bachelor’s degree required.
• Must have experience managing to a budget and developing and maintaining operational statistics and results reporting.
• Must have a background in people and process management
• Strong verbal and written communication skills
• Strong organizational and time management skills with the ability to work under time constraints and meet deadlines
• Ability to implement change and innovation
• Ability to communicate & influence at various levels within the organization
• Strong sense of ownership and pride in professional deliverables
• Advanced knowledge of MS Word, MS Excel, MS PowerPoint, Outlook, incident management systems, LMS systems, and quality monitoring systems.
• Working knowledge of contact center telephony, routing, scheduling, and IVR systems
• Adaptability to learn a variety of software programs
• Strong analytical and problem-solving skills
• Proven ability to work effectively in a team environment and independently with minimal supervision
  
  

WORKING CONDITIONS

Professional, fast-paced, collaborative team atmosphere

Travel expectations

24x7x365 operation may require on-premises or remote work on the weekends, evenings, and holidays

The position is located at our headquarters in Bolingbrook, IL

The pay range for this position is $119,300.00 - $150,000.00 / Year with the opportunity for eligible associates to earn additional compensation pursuant to the Company’s bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, shift, geographic location, and business and organizational needs. Full-time positions are eligible for paid time off, health, dental, vision, life and disability benefits. Part-time positions are eligible for dental, vision, life, and disability benefits. For additional information concerning our benefits, visit our Benefits and Career Development page: https://learn.bswift.com/ulta

About

At Ulta Beauty (NASDAQ: ULTA), the possibilities are beautiful . Ulta 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. We bring possibilities to life through the power of beauty each and every day in our stores and online with more than 25,000 products from approximately 500 well-established and emerging beauty brands across all categories and price points, including Ulta Beauty’s own private label. Ulta Beauty also offers a full-service salon in every store featuring—hair, skin, brow, and make-up services.

We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.