Assistant Store Manager - Customer Experience

Benefits 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 Experience Leader (ELR) is responsible for providing exceptional leadership and service to our pet parent while upholding the company’s vision, mission, values, and strategy. This role drives the pet parent experience through culture and strategies, achieving targeted results. The role shares responsibility for the safety of people and pets, efficient execution of daily tasks, and financial outcomes. Essential Responsibilities People Leadership Participates in recruitment, interviewing, hiring, coaching, and termination decisions. Facilitates associate experience and supports development through reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, and coaching for growth. 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 processes to ensure pets in care are safe and healthy. Coordinate staffing coverage for experience activities in pivotal areas of the store. Effectively communicate company information and priorities to associates to ensure alignment and deliver on expectations. Delegate and validate completion of daily tasks, including engagement videos. Recognize and celebrate associates driving overall engagement. Overall Store Experience Leads the associate and pet parent experience at all levels and ensures pets in care are safe and healthy. Responsible for pet parent experience, handling concerns via telephone, in person, or online. Assists with reservations in hotels, salons, and training. Oversees all PetSmart services (salon, training, hotel, day camp), live pet sales, and adoptions. Evaluates operations and seeks continuous improvement opportunities. Oversees store events and marketing (adoptions, hotel, salon). Maintains store standards and leads a culture of empowerment by ensuring compliance with policies, procedures, and code of ethics. Conducts monthly Services Walks to validate proper execution of policies and procedures. Responds immediately to sick or injured pets, arranging transport to vet as needed. Participates in store opening and closing procedures to uphold brand promise. Business Management Drives and identifies opportunities to grow the business and hold associates accountable for achieving store P&L expectations such as sales and shrink targets. Manages expenses such as labor and supplies and other relevant metrics. Coordinates with home office partners to submit and follow up on store work orders and purchase card allocation. Works directly with services associates on productivity and scheduling to grow the business and achieve company goals. Qualifications 3‑5 years of retail leadership or customer‑focused experience. Full‑time availability with flexibility for evenings, weekends, and holidays. 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. Supervisory Responsibility Typically oversees one to six lead associates and ten to seventy non‑leader associates, carrying out supervisory responsibilities in accordance with PetSmart’s policies and procedures. Essential Physical Demands and Work Environment Requires standing, walking, climbing ladders, using hands for handling, writing, etc.; frequent reaching, stooping, kneeling, crouching, talking, and hearing. Requires lifting or moving up to 50 pounds frequently, and occasionally moving more than 100 pounds together with a team. Exposed to moving mechanical parts, wet environment with pet hair, moderate noise level, and live animals. 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. Reasonable accommodations are offered to applicants with disabilities throughout the application process. Legal and Compensation Information Exact rate of pay is based on experience, training, skills, or knowledge and store location. This position is paid on a per hour basis. The position is also eligible for a quarterly incentive based on earnings and store performance, as well as benefits. Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law). For applicants in Waterloo, San Francisco, or Los Angeles locations, applicants with arrest and conviction records will be considered in accordance with local fair‑chance ordinances. #J-18808-Ljbffr