Senior Director, Product Management - AI Experience

Best Buy • Saint Paul, MN

5d • Remote

About The Position

As the Senior Director, Product Management – Ask Blue you will own the strategy and execution for Best Buy’s customer-facing AI agent called Ask Blue. 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.

Requirements

• 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

Nice To Haves

• 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.

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.
• 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.

Benefits

• Competitive pay
• Generous employee discount
• Physical and mental well-being support
• Different types of leaves of absence (LOA) and potential pay sources to employees based on eligibility.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior