Senior Director, Product Management – AI Experience

Job Description

Best Buy is looking for a Senior Director of Product Management to take ownership of its customer-facing AI agent — the assistant millions of shoppers will lean on to compare products, get straight answers, and decide what to buy with confidence. This isn't a mandate to redesign Best Buy's entire digital experience. It's sharper and more focused than that: build one AI product people trust, one that protects the brand's voice, and one that knows exactly when to step aside and connect a shopper with a real person. You'll set the direction, define what success looks like, and work daily across product, engineering, applied AI, and customer care to make it real.

Key Responsibilities

• Set the long-term vision, roadmap, and investment priorities for Best Buy's AI shopping agent, treating it as a standalone product rather than a side feature bolted onto the site.
• Own the full agent experience — how it holds a conversation, how it personalizes recommendations, how it guides a shopper from question to purchase, and how it hands a conversation off to a human associate.
• Draw a clear, concrete line between where AI should carry a conversation on its own and where a person needs to step in — and build that boundary into the product itself, not just a policy doc.
• Design and maintain the evaluation methods and safety guardrails that keep the agent's answers accurate, on-brand, and trustworthy, including how quality problems get caught before customers ever see them.
• Work daily with engineering, UX, data science, applied AI, and customer care to turn strategy into shipped features, and lead vendor and model evaluation where needed.
• Partner with FinOps to understand what each AI conversation actually costs the business, and use that data to decide where the agent should — and shouldn't — expand next.
• Build on Best Buy's existing enterprise data platform and established AI evaluation patterns rather than standing up personalization and testing infrastructure from scratch.
• Represent the AI agent in conversations with senior leadership, translating model performance, escalation rates, and quality signals into decisions stakeholders can act on.

Requirements

• 8+ years of product management experience spanning development, UX, and strategy.
• 5+ years directly managing and leading people and teams.
• 5+ years of experience in strategy creation, customer-focused problem solving, and leading work across cross-functional groups.
• A bachelor's degree, advanced degree, or equivalent experience in IT, computer science, engineering, business, marketing, or a related field.

Preferred

• 12+ years of related experience overall.
• 8+ years of people management and team leadership specifically.
• Direct, hands-on ownership of a brand-facing assistant or AI agent product.
• A retail or e-commerce background.