The Senior Director will define the vision, strategy, and roadmap for Best Buy's customer-facing AI agent. They will lead cross-functional teams to manage the end-to-end AI experience, including personalization, safety guardrails, and seamless human handoff protocols.
Job Description
Senior Director, Product Management – AI Experience
As the Senior Director, Product Management – AI Experience you will own the strategy and execution for Best Buy’s customer-facing AI agent. This role owns how the agent helps customers shop, get answers, receive personalized guidance, and move seamlessly to a person when the conversation requires human support. The focus is not broader site redesign. It is building a high-quality, brand-facing AI experience that improves customer confidence, protects trust, and supports more helpful shopping journeys.
This role is remote, which means you would work virtually from home or another non-Best Buy location.
What you’ll do
• Establish the product vision, strategy, and roadmap for 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.
• Hold the hybrid-by-design line by defining 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.
Basic qualifications
• 8+ yrs. experience relevant Product Management Experience (Dev, UX, Strategy, etc.)
• 5+ years direct people mgmt. and team management / leadership
• 5+ yrs. relevant experience in strategy creation, customer focused solutioning, cross-functional leadership, etc.
• 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 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.
What’s in it for you
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.
Our benefits include:
• Competitive pay
• Generous employee discount
• Physical and mental well-being support
Best Buy provides different types of leaves of absence (LOA) and potential pay sources to employees based on eligibility. The length of your LOA depends on your situation, where you live, your full-time or part-time employment status, and federal and state regulations. Intermittent or reduced-schedule leave is also available for certain medical or family care leaves. Paid time off (vacation or PTO) is offered to full-time and part-time employees based on work location, employment status, salary or hourly status (exempt/non-exempt), and years of continued or bridged service.
Certain roles, where market norms demand it, are eligible for various forms of incentive pay to drive performance and offer recognition for achieving financial and strategic results. For more information about our incentive pay plans, including eligibility, please refer to our Incentive Programs Summary.
For more information about benefits, LOA and paid time off, please refer to our Benefits Guide.
About us
As part of the Best Buy team, you’ll help us 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. Tomorrow works here.™
Best Buy is an equal opportunity employer.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
