Senior Director, Product Management - AI Experience

Best Buy is hiring a Senior Director to own the strategy and execution of its customer-facing AI agent. The role is responsible for shaping helpful, trustworthy shopping experiences, establishing quality and safety guardrails, and partnering across teams to measure outcomes and manage costs.

Responsibilities:

• 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

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
• 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