IT OPERATIONS MANAGER

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.

Collaborative & Flexible Work Environment: We believe in fostering growth, teamwork and creativity in a dynamic workplace. This role is based at PetSmart's Phoenix Home Office, where associates currently enjoy the benefits of in-person collaboration while having the flexibility to work remotely one day per week (a "flex workday" with leader approval), and an expected four days in the office. At PetSmart, you'll be part of an engaging and supportive environment designed to help you and our teams thrive.

This role will work in our Phoenix Home Office - Visa sponsorship is not availabie for this role

DIGITAL OPERATIONS MANAGER - eCommerce and MarTech

PetSmart is accelerating its Digital transformation journey and is looking for an Operations leader who can grow our team, mature our processes, and ensure the availability of the experiences we deliver to our customers are highly available and performant. PetSmart is at a key inflection point in our eCommerce and Omnichannel maturity and we're looking for a leader who is excited by the opportunity to develop and enact a mature Operations practice within our organization. 

In this role, you will be responsible for maturing a nascent Operations capability though overseeing our current managed service provider and by building an in-house team to continue to improve our overall Operational stability.  This team will be responsible for application and performance monitoring, incident and problem management, continuous improvement, and driving resolution of issues for all facets of our customer-facing Digital Properties , our, mobile app, Marketing Technology, APIs etc.).  You will also partner closely with Operations teams responsible for other Enterprise technology capabilities. An ideal candidate will have experience managing eCommerce and Marketing related systems (platform, payments, order management, email and Campaign management etc.) in a high-volume environment, understand the importance of automation and monitoring, and be excited about preventing and fixing issues to maintain a superb customer experience.

Responsibilities:

• Establish and lead a resilient IT Operations function focused on rapid incident response and proactive issue prevention through Alerting, monitoring, and structured incident management framework.
• Optimize key operational KPIs, including Mean Time to Resolve (MTTR), Open-to-Close Ratio, and Incident Resolution Rate, by leveraging automation, root cause analysis, and streamlined escalation paths.
• Own and lead critical incident management efforts, acting as Incident Commander to coordinate cross-functional teams, expedite service restoration and minimize downtime.
• Conduct post-incident reviews (PIRs) with in-depth root cause analysis (RCA), preventive actions, stakeholder debriefs, and the creation of action items that are integrated into the problem management backlog to implement systemic improvements.
• Identify recurring issues and drive problem management initiatives, including creation of Known Error records and workarounds.
• Partner with Digital and Marketing Product and Engineering teams to highlight leading causes of problems causes by recent releases and influence and guide to prioritize to eliminate future issues that impacts customer experience.
• Assess current operational processes to identify any gaps and implement best practices based on ITIL standards for incident, problem, and task management processes to enhance efficiency.
• Collaborate with Enterprise Operations teams to understand dependencies between systems, establish root cause for problems, and hold to SLA commitments.
• Build and lead a high-performing Operations team, attracting, developing, and retaining top-tier technical talent, including L2 analysts and support engineers, while fostering a culture of operational excellence and continuous learning.
• Monitor and optimize the performance of digital platforms, particularly e-commerce systems, addressing both functional and user experience issues with precision and urgency.
• Collaborate with DevOps team to integrate observability and self-healing capabilities.
• Collaborate with customer service teams to ensure seamless customer services, high customer satisfaction, and resolve issues quickly.
• Manage our managed service partner relationships, ensuring alignment with internal operational standards, enforcing SLA compliance, and executing strategic plans to transition capabilities in-house when appropriate.
• Hold vendors accountable for performance and service delivery, ensuring adherence to contractual obligations and the provision of high-quality, SLA-compliant support.

Qualifications:

• Minimum 5 years of application Support and maintenance, integration, or development experience in eCommerce systems. At least 2 years in a supervisory or management role supporting eCommerce applications.
• Strong ITSM expertise with experience implementing ITIL best practices.
• Strong Knowledge with eCommerce and Marketing platforms (Salesforce Marketing cloud, Commerce Tools), digital marketing (SEO, SEM, social media), and web development/CMS for e-commerce solutions.
• Deep understanding of system interactions in eCommerce, with the ability to troubleshoot and resolve issues effectively.
• Experience with monitoring tools (e.g., Site24x7, Splunk, New Relic), ITSM tools (e.g., ServiceNow, Jira), and automation frameworks (e.g., SNOW Orchestration, UIPath).
• Demonstrated ability to lead and manage cross-functional teams, coordinate complex projects, and resolve conflicts effectively.
• Ability to understand business concepts, translate them into system requirements, and drive solutions that meet business objectives.
• Strong problem-solving skills with the ability to troubleshoot complex system issues and clearly communicate technical concepts to both technical and non-technical stakeholders.
• Proven experience in managing budgets and overseeing change management initiatives effectively.
• Proficient in project planning and presenting technical concepts to non-technical stakeholders.
• Excellent communication skills, with the ability to present complex ideas clearly and concisely.

Nice to Have:

• ITIL Certification (v3 or v4)
• Knowledge of cloud platforms (e.g., AWS, Azure, Google Cloud) for monitoring and observability. GCP preferred.
• Familiarity with retail-specific platforms like point-of-sale (POS) systems, inventory management systems (IMS), and supply chain management solutions.
• Knowledge of agile practices and familiarity with sprint-based development cycles to enhance the speed and quality of IT operations in a fast-paced retail environment.
• Experience in managing and integrating APIs between various retail platforms (eCommerce, ERP, CRM) to ensure smooth data flow and system interactions.
• Experience with tools like Google Analytics, Adobe Analytics, or retail-specific analytics platforms for understanding traffic, sales, and customer engagement.

At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share.  These experiences not only bring new perspectives in shaping our Belonging culture but they're core to PetSmart's success.

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 just may be the ideal candidate for this role, and if not this one, perhaps another position.

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

• Pet friendly environment, bring your pets to work
• On-site Dog Park
• "Top Dog" gym with equipment, fitness classes, massage therapists and personal trainers
• "Sit & Stay" Café serving fresh breakfast and lunch options
• On-site coffee bar
• "Lil' Paws" learning center and onsite daycare facility (associate paid)
• Volunteer events with PetSmart Charities
• Learn more about #LifeAtPetSmart here: 
• Check out Associate stories and share in some celebrations at PetSmart: 
• Explore PetSmart Benefits here: 
• If you don't already live in the Phoenix area here's a guide to the area:  Welcome to Phoenix Guide

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.