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SERVICE DELIVERY MANAGER, GUEST SERVICES

| West Suburbs

Ulta Beauty is the largest specialty beauty retailer in the United States and the place for the true beauty enthusiast who gets butterflies as she shops for beauty and experiments throughout our store. We are the only one to provide our guests prestige, mass and salon products and services under one roof. We put our guests at the center of all we do, committing to offer her unrivaled ways to be beautiful in an environment that provides the thrill of exploration and delight of discovery.

 

JOB SUMMARY

The Service Delivery Manager 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 to implement effective service strategies.  The Service Delivery Manager 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 to build relationships with business partners and stakeholders to improve the guest experience in our omni-channel retail environment.  The Service Delivery Manager 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 Specialist, and a Knowledge Base Content 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 Guest Services results and improvement plans to executive levels of leadership.

 

SCOPE OF RESPONSIBILITY

Responsible for overseeing and directing all aspects of our corporate Guest Services teams including policies, objectives, and initiatives, in a 24x7x365 operation.

 

PRINCIPAL JOB DUTIES & RESPONSIBILITIES

  • Manage Guest Services corporate teams to ensuring proper planning, staffing, and operational functions as it relates current and new communication channels (e.g. voice, email, chat, social media, and executive escalations).
  • Review all 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.
  • Manages, supervises, and coaches a team of Guest Services Advocates, Social Media, and Training & Quality.  Measures individual and team performance and provides leadership development to achieve high productivity and guest satisfaction.
  • Manage and evolve an effective training program, staff development and career-pathing plans, and employee recognition programs that result in a highly engaged staff and an achievement of department goals.
  • Acts as company subject matter expert for all aspects related to the corporate Guest Services operations and the service provided by our contact center vendor teams.
  • Support business development initiatives to ensure corporate departments and contact center vendors are prepared in advance.
  • Support the contact center ramp-up process and holiday season planning 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.
  • Participate in monthly and quarterly reviews concerning corporate Guest Services and contact center vendor performance, results to targets, and upcoming events.
  • Builds and maintains relationships to work collaboratively with key roles on the Guest Services team; the Vendor Manager, Program Manager, Workforce Manager, and Insights Analyst 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.

Requirements

  • 3 to 5 years of experience in the customer service contact center industry with at least 2 years in a management capacity
  • A 4-year college degree in a related area of study
  • Must have experience with budgets, managing to a budget as well as reading and understanding statistics
  • Must have a background in people and process management
  • Must have experience maintaining and developing operational statistics and results reporting
  • 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
  • Wants to be part of an entrepreneurial, high-energy, and fun culture
  • 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 as well as independently with minimal supervision

 

WORKING CONDITIONS

  • Professional, fast-paced, collaborative team atmosphere
  • Travel expectations 10% – 20%
  • 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

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  • Engineering
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Location

Our satellite campus is in Chicago at 120 S. Riverside Plaza with 100 workstations & conference rooms which associates can reserve.

What are Ulta Beauty Perks + Benefits

Ulta Beauty Benefits Overview

Being rewarded for your hard work never goes out of style. With a number of options to choose from, you can select benefits that meet the needs of you and your family. And benefits begin on your first day of active employment.

In addition to the competitive benefits outlined, we also have a generous Associate Discount of 25% off on retail products and 50% off on salon services.

Culture
Volunteer in local community
Ulta Beauty partners with After School Matters and Skills for Chicagoland's Future.
Partners with Nonprofits
Ulta Beauty is proud to partner with the Breast Cancer Research Foundation, Dress for Success and Save the Children through the Ulta Beauty Charitable Foundation.
Intracompany committees
Ulta Beauty has a variety of Corporate Associate groups, such as the Ulta Green Group.
Open door policy
Team owned deliverables
Open office floor plan
Diversity
Highly diverse management team
Ulta Beauty is committed to ensuring our "Champion Diversity" value and "Inclusion" competency are part of who we are and the decisions we make.
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Ulta Beauty associates can contribute up to the IRS limits of $2,625 annually to their Health Care FSA and up to $5,000 to their Dependent Care FSA.
Disability Insurance
Ulta Beauty provides all benefit-eligible associates with company paid short-term disability and long-term disability insurance. Associates may also purchase supplemental AD&D insurance.
Dental Benefits
Ulta Beauty offers dental insurance to eligible associates and their dependents.
Vision Benefits
Ulta Beauty offers voluntary vision insurance.
Health Insurance Benefits
Ulta Beauty offers health insurance to eligible associates and their dependents.
Life Insurance
Ulta Beauty provides all benefit-eligible associates with company paid basic life insurance. Associates may also purchase supplemental term life insurance.
Pet Insurance
Ulta Beauty offers voluntary pet insurance.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Ulta Beauty associates can save for their retirement by participating in the 401(k) plan administered by Fidelity, following 60 days of service.
401(K) Matching
Ulta Beauty matches 100% of the first 3% and 50% of the next 2% of eligible compensation deferred and is 100% vested immediately.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 4 weeks of paid parental leave for the birth parent and provide 2 weeks of paid leave for the non-birth parent.
Flexible Work Schedule
Ulta Beauty provides associates with a flexible work schedule that includes flexible start and end times and summer hours.
Family Medical Leave
All Ulta Beauty associates are eligible to apply for a leave of absence, which will be reviewed for any federal (FMLA) or state protected leave eligibility.
Adoption Assistance
Ulta Beauty provides adoption assistance.
Company sponsored family events
Ulta Beauty participates in National Bring Your Child to Work Day.
Vacation & Time Off Benefits
Generous PTO
We believe each associate should have time off from work each year. Ulta Beauty provides the following paid time off: vacation days, personal days, sick days and paid holidays.
Paid Holidays
Paid Sick Days
Ulta Beauty provides paid sick days to associates.
Perks & Discounts
Casual Dress
Company Outings
Teams within Ulta Beauty host company outings semi-annually.
Relocation Assistance
Ulta Beauty provide relocation assistance where eligible.
Professional Development Benefits
Job Training & Conferences
Ulta Beauty offers associates professional development opportunities like onsite training courses and the ability to attend job related conferences and seminars.
Tuition Reimbursement
Ulta Beauty provides financial assistance to active, full-time associates with at least one year of service for tuition-related expenses.
Lunch and learns
Ulta Beauty hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Customized development tracks
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