Manager, Vet Services Training and Education

Petco Team Member

Want to help pets live their best lives?

We're proud to be where the pets go and where the pet people go. If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing, Petco is the place for you.

Our core values capture that spirit as we work to improve lives by doing what's right for pets and people.

• Pet First Protect & Empower. All pets should Live their Best Life. We put the needs of pets and pet parents at the center of everything we do.
• Foster the Fun Connect & Bond. Our Passion for pets brings us together! We celebrate the journey of pet parenthood through district experiences, products, and services.
• Let's Go! Own & Commit. We are stronger as One Petco team. We bring our unique superpowers and champion authenticity in everyone to drive success.

About Petco:

We're proud to be "where the pets go" to find everything they need to live their best lives for more than 60 years from their favorite meals and toys, to trusted supplies and expert support from people who get it, because we live it. We believe in the universal truths of pet parenthood the boundless boops, missing slippers, late night zoomies and everything in between. And we're here for it. Every tail wag, every vet visit, every step of the way. We are 29,000+ strong and together we nurture the pet-human bond in more than 1,500 Petco stores across the U.S., Mexico and Puerto Rico, 250+ Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers. In 1999, we founded Petco Love. Together, we support thousands of local animal welfare groups nationwide and have helped find homes for approximately 7 million animals through in-store adoption events.

Position Purpose:

Drive growth, retention & productivity by creating and implementing strategies to improve and maintain services through effective onboarding and ongoing education and development. Identify, implement and reinforce Petco quality and safety standards through the development and execution of standard processes and programs. Ensure all Vet Services education programs are providing uncompromising care and education to partners, guests and their pets. Design and/or provide expertise for educational projects for partners and guests revolving around the development of our teams and all core services.

Essential Job Functions:

Through previous background and experience the candidate must demonstrate, with or without an accommodation, the ability to...

• Provide leadership, direction and training for the department, to the NSC/SSC, and the field on all Vet Services educational related matters.
• Actively participate in long-term business planning aimed at growing the core services business.
• In partnership with Vet Services Leaders and Talent Development team, serves as the business lead and SME to create high impact, guest and pet focused learning curriculum inclusive of practical hands-on learning, classroom presentations, digital assets, etc., for Vet Services teams, keeping it relevant and current with Petco's changing business requirements and industry trends
• Lead in-person and ensures successful execution of online training courses for new and existing Vet Services partners. Track onboard training progress and completion for Vet Services roles.
• Partner with Talent Development team and external vendor partners to develop learning assets, accountable to provide content, feedback, and business signoff as defined for each project phase.
• Collaborate with various organizations at the NSC (e.g. Merchandising Initiatives, Store Planning, Store Operations, Strategy, etc.) to lead and drive key initiatives to successful, on-time field deployment.
• Analyze people performance, sales, and expenses to identify opportunities, and if a learning solution would mitigate these opportunities.
• Engage and participate in field clinics to best understand partner and guest experiences, identify best practices, and identify training and education opportunities.

Duties and Responsibilities:

• In partnership with Vet Services Business Leaders and the Talent Development team, co-create long-term learning strategy and roadmap, and prioritize learning opportunities. Dedicate time to serve as SME for learning deliverables, aligning work and priorities with all organizational functions and operational units ensuring programs are efficient, effective and compliant as well as ethical and deliver an exceptional guest experience.
• In partnership with Talent Development team and HRIS, Responsible for creating and maintaining improved reporting and analysis for training and education for all Vet Services partners.
• Devise actionable reports to analyze productivity and retention performance by store, district, zone region and company.
• Mitigate risk by demonstrating a clear understanding of and adherence to compliance, legal standards, and regulatory processes in relation to industrywide technical and procedural education delivery and materials.
• Collaborate with Field Leadership and HR creating onboard and continual training and education programs within the Vet Services team ensuring consistency across regions. Provide oversight and direction for partner training and education.
• Cultivate a safe, secure, and supportive environment where Partners can thrive. Provide continued education for our best Partners. Ensure that all Vet Services team members are consistently up to date with new products, trainings, programs, etc. and have all items/products necessary to conduct training classes.
• Within scope of responsibility, ensure all quality, regulatory, compliance and product-specific requirements are communicated to partners.

Nature of Supervision:

• After initial training period, partner is expected to operate in a self-directed capacity to support Operational objectives. Interacts with Head of Vet Services upon completion of project milestones. Will use discretionary judgement when trying to achieve company financial goals by analyzing the impact of proposed operational changes, working with appropriate persons to develop the best approach, and implementing the change.

Supervisory Responsibility:

• This position provides functional guidance to third party vet operators, field management, store management and regional staff. Must be able to influence without direct authority at all levels of the organization.

Impact:

• This position will have significant impact to Vet Services sales and operations, field support, staffing levels, safety, and training program adherence.

Education:

• College degree in related field and 5 years equivalent or relevant training and education experience
• Holder of relevant and nationally recognized certifications: Licensed or Registered Veterinary Technician preferred

Other Skills:

• Demonstrate strong strategic business skills
• Demonstrate strong leadership skills
• Strong and effective Communication skills
• Ability to work with and influence cross-functional teams
• Extensive experience in a high sales and service training environment
• Prior experience leading organizational change and champion of a service culture
• Knowledge in training documentation systems/methods
• Knowledge in adult learning theories including assessments and competency-based training
• Model the company standards and values that others are expected to follow
• Demonstrate positive and constructive behaviors that drive team cooperation in achieving market objectives
• Ability to meet deadlines and fact check information
• Excellent observation skills and attention to detail
• Working knowledge of MS Office.
• Ability to drive/facilitate decisions