Senior Director, Product Management - AI Experience

This role is remote, allowing you to work virtually from home or another non-Best Buy location.

About the role

As the Senior Director, Product Management for Ask Blue, you will own the strategy and execution for Best Buy’s customer-facing AI agent. This role focuses on building a high-quality, brand-facing AI experience that improves customer confidence, protects trust, and supports more helpful shopping journeys. You will define how the agent helps customers shop, get answers, receive personalized guidance, and seamlessly transition to human support when needed.

Responsibilities

• Establish the product vision, strategy, and roadmap for Ask Blue as Best Buy’s customer-facing AI agent.
• Own the agent as a product end-to-end, including conversation design, personalization, shopping journeys, escalation and handoff design, and brand voice.
• Define where AI should assist, where human support is needed, and how customers get a clear path to a person when nuance or complexity matters.
• Build and govern evaluation methods and guardrails for a brand-facing agent, including response quality, safety, escalation rate, repeat inquiries, and early signals of quality erosion.
• Partner across product, engineering, design, data, applied AI, customer care, and business stakeholders to shape the agent experience, evaluate vendors and models, and measure outcomes using Best Buy’s customer data.
• Connect personalization to Best Buy’s enterprise data platform, build on Applied AI Standard patterns and evaluation harnesses, and partner with FinOps to understand cost-per-conversation economics.

Requirements

• 8+ years of relevant Product Management experience (e.g., development, UX, strategy).
• 5+ years of direct people management and team leadership experience.
• 5+ years of experience in strategy creation, customer-focused solutioning, and cross-functional leadership.
• Bachelor's or advanced degree in IT, Computer Science, Engineering, Business, Marketing, or related field, or equivalent combination of education and/or experience.

Preferred Qualifications

• 12+ years of directly related experience.
• 8+ years of people management and team leadership experience.
• Direct ownership of a brand-facing assistant or agent product, and a retail or e-commerce background.

Benefits

We’re committed to helping our people thrive at work and at home. We offer generous benefits that address your total well-being and provide support as you need it, especially key moments in your life.

• Competitive pay.
• Generous employee discount.
• Physical and mental well-being support.
• Leaves of absence (LOA) with potential pay sources based on eligibility, including intermittent or reduced-schedule leave for certain medical or family care needs.
• Paid time off (vacation or PTO) for full-time and part-time employees, based on work location, employment status, and years of service.
• Incentive pay for eligible roles to drive performance and recognition for achieving financial and strategic results.

About us

As part of the Best Buy team, you’ll help fulfill our purpose to enrich lives through technology. We bring that to life every day by humanizing and personalizing tech solutions for every stage of life—in our stores, online, and in customers’ homes. Our culture is built on deeply supporting and valuing our amazing employees who make it all possible. We’re committed to being a great place to work, where you can unlock unique career possibilities. Above all, we aim to provide a place where you can bring your full, authentic self to work now and into the future.

Best Buy is an equal opportunity employer. This is a full-time position.