Manager, PPAC Customer Care & Operations

About The Team

There are a lot of activities that happen in our stores so we have a strong cross‑functional team focused on doing Anything for Pets by supporting the store teams through effective communications, processes and initiatives. The Store Strategy & Operations department leads the way to support all store activities and define business‑driving strategies. The Workforce, Insights & Planning team owns labor optimization and reporting needs.

The Operations & Innovation team owns merchandise execution, process improvement, compliance, store technology and innovation. And the Strategy team leads all the business‑driving efforts for Salon, Pets Hotel, Pet Training and In‑store customer experience. These teams work diligently to ensure our associates, pets and pet parents are supported, while operating efficiently to drive the business.

At Pet Smart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.

The Manager, PPAC Operations & Customer Care is responsible for leading and evolving the customer care experience across Pet Smart’s service offerings, including Grooming, Training, Pets Hotel, and other in‑store and digital services. This role oversees 15+ frontline associates, manages complex customer escalations, and partners cross‑functionally to ensure consistent, high‑quality resolution of customer issues while protecting the Pet Smart brand. The manager is also responsible for leading the admin support team of 1 supervisor and 15+ associates responsible for back‑of‑house support.

The Manager plays a critical role in driving customer satisfaction, operational excellence, and continuous improvement across service and corporate‑related customer interactions.

• Lead, coach, and develop Customer Care Associates supporting Pet Smart Services and corporate escalations.
• Set clear performance expectations aligned to customer satisfaction, quality, and efficiency metrics.
• Foster a customer‑first culture with strong accountability and engagement.

• Lead, coach, and develop Admin Support Associates supporting vet diet authorizations, vaccine processing, and ratings & review responses.
• Set clear performance expectations aligned to accuracy and efficiency in processing workload.
• Provide recommendations on how to improve current manual processes.

• Own and resolve high‑impact and sensitive customer escalations, including executive, legal, social media, and repeat‑issue cases.
• Serve as the primary point of contact for complex service‑related complaints requiring cross‑functional collaboration.
• Identify root causes of escalations and implement corrective actions to reduce repeat issues.
• Establish and maintain escalation protocols and decision frameworks.

• Oversee corporate‑level customer care processes for service inquiries, general complaints, and recovery.
• Ensure consistent application of policies, service standards, and resolution guidelines.
• Partner with Operations, Field Leadership, Legal, Risk, Marketing, and Digital teams to align customer care practices.
• Support service pilots, rollouts, and policy changes with customer care readiness and training.

• Monitor and analyze key performance indicators (CSAT, NPS, FCR, AHT, escalation rates, repeat contacts).
• Drive process improvements based on customer feedback, call/chat data, and trend analysis.
  • Recommend and implement enhancements to tools, workflows, and training.
  • Contribute to budgeting, workforce planning, and capacity forecasting.
  Customer Advocacy & Brand Protection
  • Act as a voice of the customer for Pet Smart Services, surfacing insights and improvement opportunities.
  • Ensure fair, empathetic, and brand‑aligned customer resolutions.
  • Support…