Associate Director, Product Management - Digital Customer Experience
As the Associate Director, Product Management - Digital Customer Experience, you will lead the strategy, vision, and roadmap for IVR, chatbot, and conversational AI experiences across the organization. This role will be accountable for end-to-end experience outcomes, ensuring solutions are intuitive, scalable, and aligned with customer and business needs. They will guide cross-functional teams through discovery, prioritization, and delivery, driving high-quality execution and measurable outcomes. You will also evaluate emerging technologies and industry trends to continuously evolve the conversational AI ecosystem.
This role is hybrid, which means you will work some days at our corporate office in Richfield, Minnesota, and some days virtually from home or another non-Best Buy location. The specific work arrangements vary by role and team. The recruiter or hiring manager will provide more details during the hiring process.
What you'll do - Define and own the product vision, strategy, and roadmap for IVR, chatbot, and conversational AI experiences
- Lead end-to-end experience design, partnering with UX, engineering, analytics, and operations to deliver high-quality, scalable conversational journeys.
- Drive execution through cross-functional leadership, ensuring timely delivery of enhancements, new capabilities, and platform improvements.
- Analyze performance and user behavior metrics to identify insights, optimize experiences, and guide data-informed prioritization decisions.
- Evaluate emerging technologies, tools, and vendors to advance the conversational AI ecosystem and recommend opportunities for innovation.
Basic qualifications - 7 years of product management leadership experience driving and executing roadmaps
- 5 years of supervisory or people leadership experience
- 5 years of experience in IVR/Chatbot platforms
Preferred qualifications - 5 years working with cross-functional teams, influencing stakeholders and driving strategic initiatives
- Solid understanding of IVR systems, conversational AI platforms and enterprise-scale concepts.
- Ability to interpret complex data, define KPI's and use insights to guide product direction
- Financial acumen, including comfort in building business cases and evaluating ROI
- Strong communication and storytelling skills
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 during key moments in your life.
Our benefits include:
- Competitive pay
- Generous employee discount
- Physical and mental well-being support
About us
As part of the Best Buy team, you'll help us fulfill our purpose to enrich lives through technology. We bring that to life every day by humanizing and personalizing tech solutions for every stage of life--in our stores, online, and in customers' homes.
Our culture is built on deeply supporting and valuing our amazing employees who make it all possible. We're committed to being a great place to work, where you can unlock unique career possibilities. Above all, we aim to provide a place where you can bring your full, authentic self to work now and into the future. Tomorrow works here.tm
Best Buy is an equal opportunity employer.
Application deadline: Minimum of 5 days from the posting date. You can find that date above the job title at the top of the page.
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