Best Buy Co, Inc

Senior Director, Product Management - AI Experience

Best Buy Co, Inc$150K — $180K *
Consumer Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 8+ years of experience in Product Management, including Development, UX, and Strategy.
  • 5+ years of direct people management and team leadership experience.
  • 5+ years in strategy creation and cross-functional leadership.
  • Bachelor's or advanced degree in IT, Computer Science, Engineering, Business, or related field, or equivalent experience.
  • 12+ years of relevant experience and ownership of a brand-facing AI product preferred.

Responsibilities

  • Establish the vision, strategy, and roadmap for the Ask Blue AI experience.
  • Own the product end-to-end, including conversation design and customer journeys.
  • Define the balance between AI assistance and human support for complex inquiries.
  • Develop evaluation methods for brand-facing agent performance, including safety and quality metrics.
  • Collaborate with cross-functional teams to enhance the AI agent's effectiveness and integration.
  • Link personalization efforts to Best Buy's enterprise data platform for improved customer experience.

Benefits

  • Generous employee discount.
  • Support for physical and mental well-being.
  • Paid time off and various leaves of absence allowed based on eligibility.
Full Job Description
Job Description

Senior Director, Product Management - AI Experience

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.

What you'll do
• 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.

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.

Benefits

Best Buy offers a range of benefits to support your overall well-being, as outlined in the Benefits Guide. Eligibility may vary.

About Best Buy Co, Inc

Best Buy is a multinational retailer of technology and entertainment products and services offering consumer electronics and more. Its family of brands and partnerships includes brands such as Best Buy, Audiovisions, Future Shop, Geek Squad, Jiangsu Five Star, Magnolia Audio Video, Pacific Sales, and Cowboom. The company is comprised of over 155,000 employees, and they apply their talents to bring the benefits of its brands to the lives of its customers through retail locations, multiple call centers, and websites, in-home solutions, product delivery, and activities in its community. Best Buy’s product portfolio includes consumer electronic video products such as televisions, digital cameras and accessories, digital camcorders, and DVD players; audio products comprising MP3 players, navigation products, home theater audio systems, and components; mobile electronics home office products comprising notebook and desktop computers, monitors, mobile phones and related subscription service commissions, hard drives, and networking equipment; entertainment software products such as video gaming hardware and software, DVDs, CDs, digital downloads, and computer software; and appliances, such as kitchen appliances, plumbing fixtures, snacks, and beverages. Best Buy provides its users with service contracts; extended warranties; product repair; broadband voice, data, and information technology services; and delivers and installs home theater, mobile audio, and appliances. In addition, the company engages in online retailing through BestBuy.com, BestBuy.ca, BestBuy.com.cn, espanol.BestBuy.com, and BestBuyMobile.com; CarphoneWarehouse.com; Five-Star.cn; FutureShop.ca; GeekSquad.com and GeekSquad.ca; MagnoliaAV.com; Napster.com; PacificSales.com; PhoneHouse.com; and Speakeasy.net. Best Buy was founded in 1966 and is headquartered in Litchfield, M.N. with additional offices in the United States, Canada, Mexico, China, and Europe.

Best Buy Co, Inc Careers

Join the dynamic team at Best Buy Co, Inc, a leading provider of technology products, services, and solutions. With a vast array of job opportunities, Best Buy is at the forefront of consumer electronics, ensuring growth and innovation in every aspect of our business. Work You’ll Do Embark on a career with Best Buy and be part of a company that values professional growth and leadership development. Our team is committed to providing a culture that fosters diversity, networking, and professional growth through targeted training programs and initiatives. Transform the retail landscape by leveraging your skills in a variety of positions, from sales and customer service to IT and management. Best Buy offers a unique environment where technology, people, and innovation meet to deliver superior solutions and services to our customers. Lead with Confidence At Best Buy, leadership and innovation are at the core of our business. We empower our employees to take the lead on projects and initiatives that drive our company forward. With Best Buy, you will find yourself at the intersection of technology, retail expertise, and digital innovation. Work with a team of dedicated professionals who are passionate about technology and customer satisfaction. Best Buy’s commitment to excellence is evident in our leadership in the consumer electronics market and our continuous drive to improve our operations and customer experience. Introducing Best Buy’s Professional Development Programs We are committed to nurturing the careers of our employees with extensive training and development programs. Best Buy’s career pathways are designed to foster innovation and leadership skills, preparing you for success in the digital age. Do Innovative Work Join the largest group of consumer electronics experts in the industry—thousands of dedicated professionals at the cutting edge of technology and retail innovation. Deliver targeted solutions and exceptional service through a depth and breadth of expertise that is unmatched in the retail sector. Be Part of a Great Team Engage in meaningful work that challenges and fulfills you while working alongside talented team members. Best Buy’s culture is built on a foundation of respect, integrity, and diversity, ensuring a welcoming environment for all employees. Future-Proof Your Career Advance your career with Best Buy, where your ambition drives you. Explore near-limitless job opportunities and employment benefits, including comprehensive health benefits, employee discounts, and flexible working arrangements. Explore Discover the range of job opportunities and career paths available at Best Buy—from in-store retail positions to corporate roles in marketing, management, and technology innovation. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Start your journey with Best Buy today and transform your potential into professional achievements. SEARCH BEST BUY JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Best Buy Co, Inc.
Learn more about Best Buy Co, Inc
Size
105,000 employees
Market Cap
$17.9 billion
Industry
Net Income
$1.7 billion
Founded
1966
5 Year Trend
+5.6%
Revenue
$47.2 billion
NASDAQ

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