Senior Director Engineering - AI Experience

Best Buy•Saint Paul, MN

7d•Remote

About The Position

As the Senior Director Engineering, Ask Blue, you will own the end-to-end engineering strategy, build, and operation of Best Buy’s customer-facing AI agent called Ask Blue an increasingly primary entry point for how customers experience the brand. This leader combines deep technical leadership with product mindset to deliver a personalized, scalable, and hybrid AI experience that seamlessly integrates automation with human support. They are accountable for architecting and operating a high-quality, secure, and reliable conversational platform that performs at enterprise scale while continuously improving customer outcomes. The role partners closely with product, AI, and enterprise teams to translate strategy into execution, ensuring the agent meets Best Buy’s standards for quality, safety, and brand trust. This role is remote, which means you would work virtually from home or another non-Best Buy location.

Requirements

10 years of relevant experience with a Bachelor's degree OR equivalent relevant professional experience
4 years experience managing and leading engineering teams
1 year managing managers
Direct ownership of a brand-facing assistant or agent product, and a retail or e-commerce background.

Nice To Haves

10+ years in engineering leadership, including customer-facing or conversational AI products, with retail or CX sensibility and eval discipline.
Master's degree in a related field.

Responsibilities

Own the engineering strategy, platform delivery, and technical roadmap for Ask Blue, ensuring the customer-facing AI agent scales with quality, reliability, and enterprise impact.
Lead end-to-end architecture and technical design across conversational systems, personalization, integrations, data platforms, and seamless human handoff experiences.
Build, develop, and scale high-performing engineering teams and leaders while fostering a culture of innovation, accountability, engineering excellence, and continuous improvement.
Ensure production-grade reliability through strong practices across observability, testing, CI/CD, incident response, performance optimization, and operational readiness at scale.
Establish evaluation frameworks, guardrails, and customer experience metrics to monitor response quality, safety, escalation patterns, privacy, compliance, and customer trust.
Partner cross-functionally with Product, Applied AI, Data, Security, CX, and enterprise stakeholders to translate AI strategy into execution and optimize platform, model, vendor, and cost decisions.