Manager, Services Operations - Missouri/Gulf Coast

Petco Manager, Service Operations (MSO)

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.

Why are we in search of a Manager, Service Operations (MSO)? We are seeking someone to join Petco that is passionate about assisting our Pet Care Center (PCC) teams with all things pet services. As the key "right hand" to the Market team (MGM, DGM, GMs and Store PCC Partners), the MSO is accountable for assisting in all aspects of the Market Services businesses including partner and guest experience, services staffing and services program implementation. This leader drives their business through a focus on key result areas which include but are not limited to: Total Field Services Growth, Grooming Sales, Dog Training, Salon Safety Compliance, Power Rank, Grooming Margin, Vetco, Staffing and Turnover. If you are passionate about helping grow and develop Pet Services initiations, tactically assisting our teams with day-to-day operations, and making an impact to the lives of pets and pet parents then we want you!

Responsibilities:

• Monitors and contributes to the following key components of the business: (50%)
• Revenue and profitable year over year growth and alignment to the monthly budget and targets.
• Proactive review and monitoring salon productivity for all groomers and GSLs and strategies to close productivity gaps to target.
• Holistic management of salon labor (e.g., review of schedules, adherence to scheduling guidelines, and assessment of actual verses scheduled stylists relative to performance targets).
• Active review of customer satisfaction trends in iPass and NPS with action planning for declining or problematic trends.
• Coach and train teams on best practices related to salon solutions and attachments.
• Support and drive maintenance issues escalation activities.
• Measurement and improvement of salon safety trends and direct involvement in Salon safety and severity opportunities in assigned areas.
• Ensure all salons are meeting their individual staffing models based on salon staffing matrix and proactively confirm roles are posted, actively managed by Grooming Salon Leaders, and review retention trends. (25%)
• Maintain and build strong cross-functional partnership with Field (MD, DM, GM, SM, and all Services partners) and Support Center partners, including but not limited to: Maintenance, Payroll, HR, LP, Marketing, Sales, and all other teams. (15%)
• Conduct on-site field visits to assigned market in support of regional and local strategy execution. Organize individual or join market staff visits to help support the development of the business while providing meaningful feedback and support. (10%)

Qualifications and Competencies:

• 5-7 years of experience leading and influencing in high-volume, fast-paced multi-unit retail or hospitality environment
• Demonstrated leadership with at least 5 years of experience creating inclusive, safe, and positive work environments, fostering innovation, collaboration, and action planning to improve employee experience.
• Proven ability to influence employees at all levels, from senior leadership to front-line staff, recommending solutions that align with business strategy and goals.
• Experience leading macro strategies based on market insights, collaborating cross-functionally and with key stakeholders to gain buy-in for localized approaches.
• Strong prioritization and organization skills, comfortable managing multiple priorities and commitments to customers and business partners
• Ability to adapt quickly to changing priorities and business needs, demonstrating resilience and flexibility in dynamic environments.
• Ability to travel up to 40% within respective geographic markets, actual percentage of travel will vary based on seasonality and market needs.

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.