Operations Excellence & Procedures Leader

Job Description

Job Description

Description:

Join the Pack at Pet Food Experts!

With a rich history spanning over 80 years, Pet Food Experts has evolved from a small family-run business into the nation's leading pet specialty distributor, proudly serving over 10,000 pet retail locations nationwide.

At Pet Food Experts (PFX) , we do more than distribute the best pet products—we fuel independent pet retailers with passion, expertise, and an unwavering commitment to community. And now, with unprecedented growth and an expanded national footprint, we’re stronger than ever, ready to serve more retailers, support more brands, and make an even bigger impact in the pet industry.

This role is responsible for working with operations to identify best operating practices across PFX's distribution center network, building a comprehensive and standardized operational procedures program, partnering with site-level resources to drive adoption and compliance, and supporting the execution of operational improvement projects under the oversight of the Director, Project Management.

PFX currently operates with inconsistent and non-standardized procedures across its warehouse locations. This individual will serve as the primary driver for closing that gap — working across the field and with internal stakeholders to build scalable operational documentation that directly enables safety, training effectiveness, compliance, and network-wide consistency.

Schedule: 8:30pm - 5:00pm, Hybrid schedule 3 days in office per week. Fully remote may be considered based on candidate qualifications and business needs.

Travel up to 25%

• PFX is making a strategic investment in operational infrastructure. The organization needs someone who has spent time in a warehouse, understands how operations work, and can build documentation and standards that people will genuinely follow.
• This is a builder role — the person hired will construct the SOP program largely from scratch, establish governance structures, and leave a lasting operational foundation across every PFX distribution center.
• Project management and cross-functional coordination skills complete the picture — enabling this person to manage the complexity of a multi-site, multi-stakeholder program while also supporting broader operations initiatives.

Operational Assessment & Gap Analysis

• Travel to PFX distribution center locations to observe, analyze, and document current-state workflows across all functional areas — including inbound, put away, pick, pack, ship, returns, inventory management, and yard operations.
• Conduct structured interviews with site managers, supervisors, and frontline associates to surface best practices currently in use that are not yet formally documented.
• Perform network-wide gap analyses and operational performance metrics to identify procedural inconsistencies, safety risks, compliance exposures, and training deficiencies across locations.
• Prioritize SOP development based on operational risk, safety and regulatory requirements, frequency of use, and direction from Operations leadership.
• Benchmark current PFX practices against industry standards to identify improvement opportunities and set the quality bar for new SOPs.

SOP Authorship & Documentation

• Author comprehensive, accurate, and field-validated SOPs for all operational functions across the PFX distribution center network.
• Design and maintain a standardized SOP template library ensuring consistent structure, formatting, reading level, and visual aids (process flows, photographs, quick-reference cards) across the full catalog.
• Translate complex multi-step warehouse workflows, equipment operation guides, voice-picking system procedures, safety protocols, and compliance requirements into clear, step-by-step documentation accessible to associates at all skill levels.
• Incorporate applicable regulatory requirements — including OSHA, DOT, and relevant compliance standards — into SOPs in coordination with the Safety & Compliance team.
• Validate all procedures with Subject Matter Experts and frontline supervisors at each location before finalizing documents.
• Develop supporting materials as needed — visual job aids, quick-reference cards, onboarding guides, and training checklists.
• Build and maintain a centralized, version-controlled SOP catalog that is organized, searchable, and accessible to appropriate stakeholders at each site.

Voice Picking Systems — Lydia & Vocollect

• Develop specialized SOPs and operator guides for voice-directed picking workflows using Lydia and Vocollect systems, reflecting actual configurations and workflows at each site.
• Document system startup, shutdown, troubleshooting, and exception-handling procedures to provide clear reference materials for frontline associates and supervisors.
• Capture and document site-specific configurations, dialogue scripts, and operational variations across the network to support consistency and cross-site training.
• Stay current on system updates and best practice guidance from Lydia and Vocollect; proactively update SOPs and training materials to reflect changes.

Training, Collaboration, and SOP Rollout

• Serve as the primary liaison between the SOP program, site leadership and site-level training staff across the distribution center network — building strong working relationships at each location.
• Partner with site trainers to translate SOPs into onboarding, cross-training, and refresher training curricula; ensure procedures are embedded into how new associates are taught from day one.
• Design and execute a structured rollout plan for each new or revised SOP — including communication timelines, trainer preparation, go-live readiness checklists, and post-rollout support windows.
• Provide on-site support during SOP launch periods, working alongside trainers and supervisors to ensure smooth adoption.
• Create feedback mechanisms for site trainers and frontline associates to submit questions, flag inaccuracies, or suggest SOP updates; manage the intake and resolution of submissions.
• Develop train-the-trainer materials and lead preparation sessions with site-level trainers to ensure they have the knowledge and tools to deliver SOP-based instruction effectively.

Compliance Auditing & Program Governance

• Develop and execute a structured SOP compliance audit program — establishing audit criteria, frequency schedules, and scoring frameworks to assess procedural adherence at each distribution center.
• Conduct periodic on-site compliance audits across the network; document findings with specificity and prepare clear, actionable audit reports for site leadership
• Track corrective action completion and re-audit as needed to verify that identified gaps have been closed.
• Establish a governance framework defining SOP ownership, scheduled review cycles, revision authority levels, and the retirement process for outdated documents.
• Create SOP program KPIs — including operational coverage rate (% of Inbound roles have a SOP complete; in progress; retired, etc; rollout completion rates, and audit compliance scores — and report metrics to leadership on a regular cadence.
• Proactively schedule and manage periodic SOP reviews, ensuring documents remain accurate and current as processes, equipment, and regulations evolve.

Cross functional Project Management Support

• Become an internal Subject Matter Expert in Asana; champion platform adoption and best practices for task and project management across PFX Operations.
• Collaborate with business stakeholders to develop and manage cross-functional project tasks through to completion using Asana.
• Support the planning, management, and implementation of functional-specific to medium-sized cross-functional projects across PFX Operations teams under the oversight of the Director, Project Management
• Provide regular project status communications to management — maintaining milestone tracking, risk logs, and consistent follow-through on all open action items.

• Hands-on knowledge of DC operations across inbound, outbound, inventory, picking, shipping, and returns. Understands how work actually gets done on the floor — not just how it looks on paper.
• Proven ability to write accurate, structured SOPs that frontline warehouse staff will actually use. Experience authoring operational procedures at scale in a distribution environment required.
• Ability to critically observe workflows, recognize gaps and informal best practices, and synthesize findings into formal operational standards.
• Experience partnering with site leaders and trainers to translate SOPs into training content. Familiarity with adult learning principles. Ability to build train-the-trainer programs and support live delivery.
• Hands-on experience with voice-directed picking using Lydia and/or Vocollect. Ability to write system-specific SOPs, operator guides, and troubleshooting procedures.
• Skilled in designing and executing structured audits — developing criteria, conducting observations, documenting findings objectively, and managing corrective action to closure.
• Experience establishing version control, review cycle frameworks, document numbering systems, and controlled-document practices for large SOP catalogs.
• Proficiency in Asana or comparable project management tools. Ability to manage multiple work streams, milestones, and action items simultaneously.
• Comfortable leading interviews and working sessions across all levels — from frontline associates to senior leaders. Skilled at building consensus across teams with competing priorities.
• Demonstrated ability to communicate process changes effectively to operational teams. Experience building rollout plans that drive adoption rather than resistance.
• Exceptional precision in procedural documentation — understands that errors in SOPs can create real safety, compliance, and operational risk.
• Able to build program tracking tools, audit scorecards, and KPI dashboards. Comfortable producing clear, concise reporting for leadership audiences.

Education and Experience

• 3-4 years of progressive experience in warehouse or distribution center operations, training, or operations compliance
• Excellence in written and oral communication skills. Being bilingual is a plus.
• Experience working with voice-directed picking systems — hands-on familiarity with Lydia and/or Vocollect is a significant plus.
• Demonstrated experience writing and managing operational SOPs
• Experience designing and executing compliance audits and managing corrective action processes.
• Experience partnering with or managing training staff to develop and deliver operations-based training programs.
• Proficiency in Asana or similar project management platforms (Monday.com, Smartsheet, Jira, etc.).

Benefits and Perks of Being Part of the PFX Pack!

At Pet Food Experts, we believe great people deserve great benefits—so we make sure you’re covered from head to paw!

Competitive Pay – Because your hard work should be rewarded!

Comprehensive Health Benefits – Medical, dental, and vision to keep you feeling your best.

Retirement Savings with Employer Match – Helping you invest in your future.

Flexible Time Off – Unlimited days to recharge, adventure, or just enjoy some quality time with your pet!

Paid Parental Leave – Support for growing families (two-legged and four-legged!).

Company-Paid Life & Disability Insurance – We’ve got your back, no matter what.

Health & Dependent Care FSAs – Because budgeting for wellness should be easy.

Pet Perks & Discounts – Exclusive savings on the best pet products!

Extra Voluntary Benefits – Convenient options for additional coverage, deducted straight from payroll.

Employee Assistance Program (EAP) – Mental health, financial wellness, and more—because life happens.

Pet Food Experts is an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, citizenship, age, sex, gender identity, sexual orientation, marital status, disability, military status, or any protected characteristic.

All employment offers are contingent on passing a criminal background check.