There are a lot of activities that happen in our stores so we have a strong cross-functional team focused on doing Anything for Pets by supporting the store teams through effective communications, processes and initiatives. The Store Strategy & Operations department leads the way to support all store activities and define business-driving strategies. The Workforce, Insights & Planning team owns labor optimization and reporting needs. The Operations & Innovation team owns merchandise execution, process improvement, compliance, store technology and innovation. And the Strategy team leads all the business-driving efforts for Salon, PetsHotel, Pet Training and In-store customer experience. These teams work diligently to ensure our associates, pets and pet parents are supported, while operating efficiently to drive the business.
About the Location
Collaborative Work Environment:
At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.
About the Job
Summary
This role requires a proactive, detail-oriented individual who champions operational excellence and cross-functional collaboration to bring the customer experience vision, in-store events, and related programs to life while driving continuous improvements across stores. The ideal candidate thrives in a dynamic environment, manages multiple priorities, and collaborates closely with partners across the organization to ensure consistent and impactful experiences for associates and pet parents.
Essential Duties and Responsibilities
Monitor and analyze key in-store execution metrics, including customer insights, satisfaction trends, and store feedback; leverage findings to optimize daily operations, guide strategic initiatives, and refine future program rollouts.Partner cross-functionally to plan, execute, and evaluate in-store events that elevate the customer experience, strengthen associate engagement, and align with key business initiatives and upcoming program rollouts.Integrate learnings from customers and post-event feedback to continuously enhance in-store event strategy, ensuring each initiative builds on insights to improve customer satisfaction, associate engagement, and overall program performance.Ensure projects, programs, and in-store events are designed and executed in alignment with PetSmart’s mission, values, and customer experience vision.Collaborate across In-Store Experience functions to support key initiatives, ensure continuity across VoC, Adoption, and CX operations, and adapt to evolving business priorities.Coordinate with field leaders, operations, and enterprise partners to communicate updates, identify opportunities, and drive accountability for execution excellence.Develop and maintain tools, resources, and documentation to ensure consistent program communication and store readiness.Identify and escalate operational gaps or trends impacting the customer experience, partnering with internal stakeholders to recommend solutions.Support the development and implementation of new programs, pilots, or enhancements designed to improve the in-store experience for both pet parents and associates.
Experience and Background
3+ years of experience in customer experience, retail operations, or a related field preferred.Experience managing or supporting third-party vendor relationships preferred.Demonstrated success collaborating cross-functionally to execute initiatives and achieve measurable outcomes.Strong analytical, problem-solving, and project management skills.Proven ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy and attention to detail.
Technical Skills
Experience leveraging CX insights platforms and internal reporting systems to analyze data, identify trends, and translate findings into actionable recommendations.Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams, Outlook) and familiarity with collaborative platforms such as SharePoint, Lucid, or Smartsheet.Ability to interpret data and dashboards to communicate meaningful insights and influence business decisions.
Competencies
Strong verbal and written communication skills with the ability to tailor messages for various audiences.Relationship-builder who fosters collaboration and alignment across teams.Organized, adaptable, and comfortable navigating ambiguity while maintaining forward momentum.Passion for creating exceptional in-store experiences that delight pet parents and empower associates.Additional Job Considerations
This role requires collaboration, teamwork, and face-to-face interaction with colleagues, leaders, and/or clients.Being in the office ensures access to leaders, cross-functional partners, and resources necessary to make timely decisions and drive results.On-site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team.
* This is not intended to be an all-inclusive, exhaustive list of all essential job functions for this position. PetSmart retains the right to change or assign other required job duties to this position.
About the Culture
At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed.
We’re more than a workplace, we’re Team PetSmart. Together, we grow, collaborate, and challenge ourselves to be the best in all we do. Our culture is built on belonging and shared purpose, where every voice and experience matters. Guided by our values, we strive to do what’s right, lead responsibly, and bring our passion for pets to life every day. Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You might be the right fit for this role or another opportunity across Team PetSmart.
Our home office offers outstanding amenities in a fun and rewarding workplace including:
Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals“Top Dog” gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces“Sit & Stay” Café serving fresh breakfast and lunch options, snacks, & more“Lil Paws” NAEYC-accredited onsite childcare facility providing high-quality early educationPaid Volunteer Opportunities to spend time doing good for causes close to heartPrint Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & morePetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.