Retail Operations Lead

PetSmart does Anything for Pets – JOIN OUR TEAM

Retail Operations Lead

About Life at PetSmart

Our associates are the heart of Team PetSmart. Together, we're building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams, and challenge each other to be the best they can be. This posting reflects an existing vacancy, and we are actively seeking candidates for this role.

Benefits that benefit you

Paid WeeklyHealth & Wellness Benefits401k Plan with company matchPaid Time off for full-time associatesAssociate discounts Tuition Assistance Career pathing Development opportunities

Job Summary

PetSmart’s Process Lead (Retail Operations Lead) has shared responsibility to drive operational excellence in our stores while upholding the company’s vision, mission, values, and strategy. This role is responsible for merchandising and inventory management, pet care operations, opening and/or closing the store, overseeing associates, and maintaining a safe and organized environment.

Essential Responsibilities

Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs:

People Leadership:

Support and guide sales associates in merchandise handling, providing training on product knowledge and presentation standards. Facilitates the associate experience and supports associate development. This includes but is not limited to training, onboarding, mentoring, and coaching for growth as well as providing feedback into associate performance reviews, disciplinary action and promotions. Delegate and validate completion of daily tasks. Leads and directs associates when acting as the leader on duty. Address and administer associate complaints and grievances. Recognizes and celebrates associates driving overall associate engagement.

Store Operations and Overall Store

Experience:

Execute merchandise strategies to optimize sales, including receiving of product, product placement, seasonal displays, and promotional setups. Manages inventory levels, conducts regular audits, and analyzes sales trends to make informed recommendations for stock replenishment and markdowns. Assists in maintaining accurate inventory records, conducting regular audits, and addressing discrepancies. Operate point-of-sale (POS) systems and handle cash transactions, ensuring accuracy and compliance with company policies. Maintains store standards and leads a culture of empowerment by ensuring compliance with our Policies and Procedures (P&Ps) and Code of Ethics. Shared responsibility with store opening and closing procedures to ensure we uphold our brand promise. Completes monthly live cycle counts, addresses discrepancies. Responsible for pet care maintenance, commitment standards (cleaning, feeding, providing water, etc.) and caring for new arrival and sick pets. Ensures pet parents have a positive experience with online orders including pick-up in store or ship from store. Supports the associate and pet parent experience at all levels and ensures pets in our care are safe and healthy. Responsible for taking immediate action and reports when a sick/injured pet is identified in the store; transport to the vet as needed. Follows company Policies and Procedures to prepare for and receive new store owned pet arrivals. Ensures pets are healthy to move to sales floor after quarantine period.

Qualifications

2+ years of retail supervisory 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

No direct reports, however, are expected to guide and support the development of other associates. Provides feedback on associate performance to direct supervisor. Acts as the Leader when other Leaders are not in the store. This includes supervising associates, assigning tasks and addressing any concerns.

Essential physical demands and worn environment

Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. The associate frequently is required to reach with hands and arms: stoop, kneel,