Director OF Retail Operations

Retail Operations Lead About Life At PetSmart 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. This posting reflects an existing vacancy, and we are actively seeking candidates for this role. 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 Process Lead (Retail Operations Lead) has shared responsibility to drive operational excellence in our stores while upholding the company’s vision, mission, values, and strategy. This role is responsible for merchandising and inventory management, pet care operations, opening and/or closing the store, overseeing associates, and maintaining a safe and organized environment. Essential Responsibilities Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs: People Leadership Support and guide sales associates in merchandise handling, providing training on product knowledge and presentation standards. Facilitate the associate experience and support associate development through training, onboarding, mentoring, coaching, performance feedback, disciplinary action, and promotions. Delegate and validate completion of daily tasks. Lead and direct associates when acting as the leader on duty. Address and administer associate complaints and grievances. Recognize and celebrate associates driving overall engagement. Store Operations and Overall Store Experience Execute merchandise strategies to optimize sales, including receiving, product placement, seasonal displays, and promotional setups. Manage inventory levels, conduct audits, and analyze sales trends to recommend stock replenishment and markdowns. Maintain accurate inventory records and address discrepancies. Operate point‑of‑sale (POS) systems and handle cash transactions with accuracy and compliance. Maintain store standards and enforce a culture of empowerment, ensuring compliance with Policies & Procedures and Code of Ethics. Share responsibility for store opening and closing procedures to uphold our brand promise. Complete monthly live cycle counts and address discrepancies. Ensure pet care maintenance—cleaning, feeding, providing water— and care for new arrivals and sick pets. Ensure pet parents receive a positive experience with online orders, including pick‑up or ship‑from‑store. Support associate and pet parent experience at all levels and ensure pets in our care are safe and healthy. Take immediate action and report when a sick or injured pet is identified; transport to the vet as needed. Follow company Policies & Procedures to prepare for and receive new store‑owned pet arrivals, ensuring pets are healthy before moving to the sales floor after quarantine. Qualifications 2+ years of retail supervisory experience in a customer‑focused environment. Full‑time availability required; flexible schedule, capable of 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, especially in maintaining a visually appealing store layout. Supervisory Responsibility No direct reports, but expected to guide and support the development of other associates. Provide feedback on associate performance to direct supervisor. Act as the Leader when other Leaders are not in the store, supervising associates, assigning tasks, and addressing concerns. Essential Physical Demands And Work Environment Required to stand, walk, climb ladders, and use hands for handling, feeling, holding, writing, etc. Frequently required to reach, stoop, kneel, crouch, talk, and hear. Specific vision abilities required include depth perception. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions. Must frequently lift and/or move up to 50 pounds and occasionally lift more than 100 pounds. Specific vision abilities required include depth perception. May be exposed to moving mechanical parts, wet environments with abundant pet hair, moderate to high noise levels, and live animal handling. 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. This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. Exact rate of pay will be based on relevant experience level, training, skills or knowledge and store location. This position is paid on a per hour basis. In no instance will PetSmart pay less than the local minimum wage. This position is also eligible for benefits as described at 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, as well as the Los Angeles Fair Chance Initiative for Hiring, we will consider for employment qualified applicants with arrest and conviction records in a manner consistent with the law. #J-18808-Ljbffr