Lead, Customer Care Operations

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. Duties and Responsibilities Own end-to-end operational performance for assigned business areas—from business group engagement to execution with BPO partner(s)—with delivery responsibilities across the Philippines and India. Translate business goals into operational plans and success measures; define and maintain playbooks, SOPs, and change control for assigned areas. Lead regular performance reviews with business stakeholders and vendor leadership; drive accountability, track actions to closure, and communicate status, risks, and decisions. Reduce inbound contact volume through root cause analysis, defect elimination, policy/process simplification, and self-service/deflection strategies (e.g., IVR, digital, help content, chatbots). Improve Customer Satisfaction (including NPS) and Agent Satisfaction through quality mechanisms, coaching through influence, journey refinements, and rapid remediation of negative drivers. Synthesize Voice of the Customer (VoC) insights from Salesforce case data, Amazon Connect signals, surveys, QA, and escalation themes; influence partner roadmaps and prioritization. Partner with Workforce Management, Training, and Quality to ensure accurate forecasting, staffing readiness, knowledge currency, and calibration across channels. Own incident management and service restoration for assigned areas; coordinate with Technology, Product, and BPO operations to resolve issues and communicate customer and business impacts. Build and maintain clear dashboards and narratives that illuminate customer pain points and operational health using Amazon Connect and Salesforce datasets. Ensure vendor governance including statement-of-work adherence, performance to expectations, change requests, invoice validation, and Quarterly Business Reviews (QBRs). Keep current on contact center platforms, analytics, and industry practices; recommend innovations that enhance efficiency and customer experience. Works with little to no supervision and exercises significant independent judgment. Often acts as a project lead and may lead, train, assign and check work of associates at vendor partners; may make recommendations on performance and staffing activities. Minimum Qualifications Bachelor’s degree or equivalent practical experience; advanced degree a plus. 8+ years of progressive experience in contact center operations, customer care, or service delivery, including 3+ years leading outsourced/BPO operations through influence. Proven track record reducing contact volume and improving Customer Satisfaction (including NPS) and Agent Satisfaction. Hands‑on experience with Amazon Connect (telephony/IVR) and Salesforce (CRM/case management). Ability to translate data into decisions and narratives; proficiency with spreadsheets and dashboards to communicate performance and VoC insights. Strong stakeholder management and vendor leadership skills; comfortable influencing senior leaders and large vendor teams without direct authority. Continuous improvement mindset (Lean/Six Sigma experience preferred). Excellent written and verbal communication with the ability to lead cross‑functional and vendor teams across geographies (Philippines and India). Disclaimer The above information on this description has been designed to indicate the general nature and level of work performed by employees assigned to this job (within this classification). It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required for employees assigned to this job. For a more detailed overview of Petco Total Rewards, including health and financial benefits, 401K, incentives, and PTO - see Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification. #J-18808-Ljbffr