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Senior Director Engineering – AI Experience
As the Senior Director Engineering, Ask Blue, you will own the end-to-end engineering strategy, build, and operation of Best Buy’s customer-facing AI agent called Ask Blue an increasingly primary entry point for how customers experience the brand. This leader combines deep technical leadership with product mindset to deliver a personalized, scalable, and hybrid AI experience that seamlessly integrates automation with human support. They are accountable for architecting and operating a high-quality, secure, and reliable conversational platform that performs at enterprise scale while continuously improving customer outcomes. The role partners closely with product, AI, and enterprise teams to translate strategy into execution, ensuring the agent meets Best Buy’s standards for quality, safety, and brand trust.
This role is remote, which means you would work virtually from home or another non-Best Buy location.
What you’ll do

• Own the engineering strategy, platform delivery, and technical roadmap for Ask Blue, ensuring the customer-facing AI agent scales with quality, reliability, and enterprise impact.
• Lead end-to-end architecture and technical design across conversational systems, personalization, integrations, data platforms, and seamless human handoff experiences.
• Build, develop, and scale high-performing engineering teams and leaders while fostering a culture of innovation, accountability, engineering excellence, and continuous improvement.
• Ensure production-grade reliability through strong practices across observability, testing, CI/CD, incident response, performance optimization, and operational readiness at scale.
• Establish evaluation frameworks, guardrails, and customer experience metrics to monitor response quality, safety, escalation patterns, privacy, compliance, and customer trust.
• Partner cross-functionally with Product, Applied AI, Data, Security, CX, and enterprise stakeholders to translate AI strategy into execution and optimize platform, model, vendor, and cost decisions.

Basic qualifications

• 10 years of relevant experience with a Bachelor's degree OR equivalent relevant professional experience
• 4 years experience managing and leading engineering teams
• 1 year managing managers
• Direct ownership of a brand-facing assistant or agent product, and a retail or e-commerce background.

Preferred qualifications

• 10+ years in engineering leadership, including customer-facing or conversational AI products, with retail or CX sensibility and eval discipline.
• Master's degree in a related field.

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.
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.™
Best Buy is an equal opportunity employer.