Retail Operations Manager

PetSmart does Anything for Pets – JOIN OUR TEAM! 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 Leader (Retail Operations Manager) has shared responsibility to drive operational excellence in our stores while upholding the company’s vision, mission, values, and strategy. This role is accountable for merchandising and inventory management, pet care operations, opening and/or closing the store, leading associates, financial outcomes and maintaining a safe and organized environment. Essential Responsibilities Participates in employment decisions such as recruiting, interviewing, and coaching. Facilitates the associate experience and supports associate development; including ensuring associates are appropriately trained across the store, onboarding, associate reviews, labor management, mentoring, succession planning, and coaching for accountability. Address and administer associate complaints and grievances. Prioritize, delegate, and validate daily tasks for associates to meet business and pet parent needs. Lead and coach associates on proper operational processes to ensure pets in our care are safe and healthy. Coordinate staffing coverage for process activities in pivotal areas of the store (pet care maintenance, hotel cleaning, salon cleaning, etc.). Validate completion of assigned operational messages and engagement video compliance. Communicate company information and priorities to associates to ensure alignment and deliver on expectations. Recognize and celebrate associates driving overall associate engagement. Accountable for and provide oversight for the healthcare of store‑owned pets, including pet care maintenance, receiving new store‑owned pets, commitment standards (feeding, watering, and cleaning) for all pet habitats, and care for sick store‑owned pets. Accountable for inventory management and pricing processes, including inventory accuracy, receiving, stocking/re‑stocking, inventory counts, product rotations, and planogram sets in a timely and organized manner. Evaluate operations and seek opportunities to continuously improve experiences and services. Maintain vendor relationships, backroom standards, and communication boards. Oversee processes related to Buy Online and Pick Up In Store and Ship From Store programs. Identify and react to sales trends through analysis and merchandising activities. Make sound merchandising decisions regarding discretionary space and discontinued merchandise. Maintain store standards (compliance and cleanliness) and lead a culture of empowerment by ensuring compliance to policies & procedures and the Code of Ethics. Ensure a safe environment for associates, pets, and pet parents. Take immediate action and report when a sick or injured pet is identified in store. Share responsibility with store opening and closing procedures to uphold brand promise and respond to general and escalated pet parent concerns. Expense Management Drive and identify opportunities to grow the business and hold associates accountable for achieving store P&L expectations such as sales and shrink targets. Analyze inventory management reporting to identify trends, opportunities, and root causes. Manage expenses such as labor and supplies, as well as other relevant store metrics. Leverage Home Office partners and resources to submit and follow up on store‑related work orders and purchase card allocation. Qualifications 3+ years of retail leadership or experience in a customer‑focused environment. Full‑time availability required, flexibility in schedule, able to work evenings, weekends, and holidays as needed. 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, particularly in maintaining a visually appealing store layout. Supervisory Responsibility Typically oversees up to three (3) lead associates and up to forty (40) non‑leader associates. Carries out supervisory responsibilities in accordance with PetSmart’s policies and procedures. Responsible for employment decisions and associate development. Essential Physical Demands And Work Environment Stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. Frequently reach with hands and arms: stoop, kneel, crouch, talk and hear. Lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds. Occasionally exposed to moving mechanical parts, wet environment with pet hair, moderate to high noise levels, and living animals. Reasonable accommodations may be made for individuals with disabilities to perform essential functions. 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. 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 qualified applicants with arrest and conviction records in a manner consistent with the law. In accordance with the Affordable Care Act (ACA), associates who average at least 30 hours per week (or 130 hours per month) during a designated measurement period may be eligible for medical benefits. Exact rate of pay will be based on relevant experience level, training, skills or knowledge and store location. In no instance will PetSmart pay less than the local minimum wage. This position is also eligible for a quarterly incentive based on eligible earnings and store performance, as well as benefits. #J-18808-Ljbffr