Platform Owner

Platform Owner

It's an exciting time in technology, and that buzz is felt throughout PetSmart! We are continuing to grow at a faster pace and we want to continue to provide best-in-class experiences for pets and pet parents.

Our Technology team has 6 different departments: Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain.

Whether it's online or in our stores, the work that the IT team does is instrumental in PetSmart's success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.

This role works in our Phoenix Home Office - visa sponsorship is not available for this role

SUMMARY

We are seeking a Platform Owner to lead the administration, optimization, and technical evolution of Customer Care and Marketplace platforms. This role combines platform ownership, business analysis, and hands on technical expertise to ensure platform stability, scalability, and continuous improvement.

The Platform Owner serves as the subject matter expert for assigned platforms, partnering closely with Customer Care Operations, Engineering, Product Management, and Solution Architecture teams. This individual will be responsible for platform configuration, troubleshooting, integration support, and staying current on emerging platform capabilities to influence technology strategy and solution design.

The ideal candidate possesses strong technical knowledge of Customer Care platforms such as ServiceNow, Zendesk, Decagon, or similar technologies, along with experience supporting integrations, workflows, automation, and AI enabled customer support capabilities.

KEY RESPONSIBILITIES

• Serve as the technical owner and subject matter expert for Customer Care and Marketplace platforms.
• Maintain deep knowledge of platform capabilities, roadmaps, limitations, and emerging features.
• Evaluate new platform functionality and recommend adoption opportunities that improve business outcomes.
• Partner with Solution Architects and Engineering teams to inform technology decisions based on platform capabilities and best practices.
• Configure and maintain workflows, business rules, routing logic, automation, forms, queues, SLAs, and user experiences.
• Support platform upgrades, releases, and feature deployments.
• Ensure platform performance, availability, scalability, and operational health.
• Gather and translate business requirements into technical solutions and platform configurations.
• Produce functional requirements, process flows, and technical specifications.
• Collaborate with architects and developers to design scalable solutions that align with platform standards and enterprise architecture.
• Perform platform development and configuration activities where appropriate.
• Investigate and resolve platform defects, production incidents, integration failures, and performance issues.
• Lead root cause analysis efforts and coordinate resolution across technology teams.
• Support testing, validation, and deployment activities.
• Partner with engineering teams to support APIs, integrations, middleware solutions, and data flows.
• Ensure seamless connectivity between Customer Care platforms, CRM systems, Customer Data Platforms, Order Management Systems, and other enterprise applications.
• Monitor data quality and integration performance across connected systems.
• Support implementation and optimization of virtual agents, chatbots, intelligent routing, and workflow automation solutions.
• Identify opportunities to leverage AI and automation to improve customer experience and operational efficiency.
• Stay informed on emerging AI capabilities within supported platforms.
• Provide platform expertise during solution design, prioritization, and roadmap planning activities.
• Communicate technical capabilities, limitations, and implementation considerations to business stakeholders.

REQUIREMENTS & EXPERIENCE

• Bachelor's degree in computer science, Information Systems, Business, or a related field (or equivalent experience).
• 5+ years of experience in Customer Care, Contact Center technology, or related roles.
• Hands-on experience with Customer Care platforms such as ServiceNow (SNOW), Zendesk, Decagon, or similar tools.
• Strong understanding of customer support workflows, case management, and omnichannel support models.
• Experience working with data, dashboards, and reporting to drive insights and performance improvements.
• Exposure to AI-driven customer support solutions such as chatbots, virtual agents, or automation tools.
• Technical background with experience in integrations, APIs, or platform configurations.
• Excellent communication and stakeholder management, serving as a key link between technology teams and business partners.
• Familiarity with CRM systems and customer data platforms.
• Experience working in Agile environments.

Preferred

• Experience developing custom platform solutions using platform specific scripting or configuration frameworks.
• Experience with AI powered customer support solutions including chatbots, virtual agents, and intelligent routing.
• Familiarity with Customer Data Platforms, CRM systems, and Marketplace technologies.
• Experience supporting cloud based SaaS platforms in enterprise environments.
• Knowledge of contact center analytics, reporting, and operational KPIs.

Additional Job Considerations

• This role requires collaboration, teamwork, and face-to-face interaction with colleagues, leaders, and/or clients.
• Being in the office ensures access to leaders, cross-functional partners, and resources necessary to make timely decisions and drive results.
• On-site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team.

At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed.

We're more than a workplace, we're Team PetSmart. Together, we grow, collaborate, and challenge ourselves to be the best in all we do. Our culture is built on belonging and shared purpose, where every voice and experience matters. Guided by our values, we strive to do what's right, lead responsibly, and bring our passion for pets to life every day. Not sure if you meet 100% of the position requirements and whether you should apply? We'd still like to hear from you and encourage you to apply with us! You might be the right fit for this role or another opportunity across Team PetSmart.

Our home office offers outstanding amenities in a fun and rewarding workplace including:

• Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
• On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
• "Top Dog" gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
• "Sit & Stay" Café serving fresh breakfast and lunch options, snacks, & more
• "Lil Paws" NAEYC-accredited onsite childcare facility providing high-quality early education
• Paid Volunteer Opportunities to spend time doing good for causes close to heart
• Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more

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.