Assistant Store Manager - Customer Experience

Benefits that benefit you Paid Weekly Health & Wellness Benefits 401k Plan with company match Paid Time off for full‑time associates Associate discounts Tuition Assistance Career pathing Development opportunities 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. The role drives the customer experience through culture, strategy, and results, shares responsibility for safety, and ensures efficient execution of daily tasks and financial outcomes. 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 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. Recognizes and celebrates associates driving overall 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 responding 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 policies and procedures and the code of ethics. Conducts monthly Services Walks to validate proper execution of policies and procedures. Prepares immediate action 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 allocations. 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, including evenings, weekends, and holidays. 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, write, etc. Frequent reaching with hands and arms, stooping, kneeling, crouching; specific vision abilities (depth perception) required. Must frequently lift or move up to 50 pounds and occasionally team lift more than 100 pounds. May be exposed to moving mechanical parts, a wet environment with abundant pet hair, moderate to high noise levels, and live animals. 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). #J-18808-Ljbffr