Assistant Store Manager - Customer Experience

Assistant Store Manager Customer Experience Job Summary PetSmart’s Experience Leader (ELR) is responsible for providing exceptional leadership and service to our pet parents while upholding the company’s vision, mission, values, and strategy. This role is expected to provide exemplary leadership for the store by driving the pet parent experience through culture and strategies, achieving targeted results. The role has shared responsibility for the safety of people and pets, efficient execution of daily tasks, and financial outcomes. Benefits Health & Wellness Benefits Paid Weekly 401k Plan with company match Paid Time off for full‑time associates Associate discounts Tuition Assistance Career pathing Development opportunities Essential Responsibilities People Leadership Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating. Facilitates the associate experience and supports associate development—including associate reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, and coaching for growth. Addresses and administers associate complaints and grievances. Prioritizes, delegates, and validates daily tasks for associates to meet business and pet parent needs. Leads and coaches associates on proper processes to ensure pets in our care are safe and healthy. Coordinates staffing coverage for experience activities in pivotal areas of the store. Effectively communicates company information and priorities to associates to ensure alignment and deliver on expectations. Delegates and validates completion of daily tasks including engagement videos. Recognizes and celebrates associates driving overall associate engagement. Overall Store Experience Leads the associate and pet parent experience at all levels and ensures pets in our care are safe and healthy. Responsible for the pet parent experience and outcomes conducted over the telephone, in person or online, and responds to general and escalated pet parent concerns. Assists with reservations in hotels, salons, and training. Oversees all PetSmart services (salon, training, hotel and day camp), live pet sales and adoptions. Evaluates operations and seeks opportunities to continuously improve experiences and services. Oversees store events and marketing (adoptions, hotel, salon, etc.). Maintains store standards and leads a culture of empowerment by ensuring compliance with our policies and procedures (P&Ps) and code of ethics. Conducts monthly Services Walks to validate proper execution of policies and procedures. Acts immediately when a sick or injured pet is identified in the store; transports to the vet as needed. Shares responsibility with store opening and closing procedures to uphold our brand promise. Business Management Drives and identifies opportunities to grow the business and holds associates accountable in achieving store P&L expectations such as sales and shrink targets. Manages expenses such as labor and supplies and other relevant store metrics. Leverages home office partners and resources to submit and follow up on store‑related work orders and purchase card allocation. Works directly with services associates on productivity and scheduling to grow the business and achieve company goals. Qualifications 3–5 years of retail leadership or experience in a customer‑focused environment. Full‑time availability required; flexibility in schedule, able to work evenings, weekends, and holidays as needed. Proficiency in computer applications. Strong written and verbal communication skills. Ability to react under pressure and maintain composure. Strong organizational skills and attention to detail. Supervisory Responsibility Typically oversees one to six lead associates and ten to seventy non‑leader associates, carrying out supervisory responsibilities in accordance with PetSmart’s policies and procedures. Essential Physical Demands and Work Environment Requires standing, walking, climbing a ladder, and using hands to handle, feel, hold, and write; frequently reaching with hands and arms; stooping, kneeling, crouching, talking and hearing. Must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds. Exposed to moving mechanical parts, a wet environment with pet hair, moderate noise levels; may be exposed to high noise at times; exposure to live animals and their handling is common. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. PetSmart is an Equal Opportunity Employer PetSmart 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. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law. Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law). For applicants in our Waterloo, San Francisco, or Los Angeles locations: Pursuant to the Waterloo and San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, we will consider qualified applicants with arrest and conviction records in a manner consistent with the law. #J-18808-Ljbffr