Retail Operations Manager

Retail Operations Manager

Pet Smart does Anything for Pets and Everything for You - JOIN OUR TEAM!

At Pet Smart, we’re more than just a company obsessed with pets; we’re obsessed with our people too. Our values are rooted in unconditional love—a lesson we learn from our pets—and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for our furry, scaled, and feathery friends while enjoying a work experience that celebrates them as their authentic selves.

• Paid weekly
• Full time hours
• Health benefits:
  
  medical, dental, vision
• 401k
• Tuition assistance
• Associate discounts and perks
• Paid time off for full‑time associates
• Career pathing
• Development opportunities

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

• Participates in employment decisions such as recruiting, interviewing, and coaching.
• Facilitates the associate experience and supports associate development; including training across the store, onboarding, associate reviews, labor management, mentoring, succession planning, and coaching for accountability.
• Addresses and administers associate complaints and grievances.
• Prioritizes, delegates, and validates daily tasks for associates to meet business and pet parent needs.
• Leads and coaches associates on proper operational processes to ensure pets in our care are safe and healthy.
• Coordinates staffing coverage for process activities in pivotal areas of the store (pet care maintenance, hotel cleaning, salon cleaning, etc.).
• Validates completion of assigned operational messages and engagement video compliance.
• Effectively communicates company information and priorities to associates to ensure alignment and deliver on expectations.
• Recognizes and celebrates associates driving overall associate engagement.

• Accountable for and provides oversight for the healthcare of store owned pets, including pet care maintenance, receiving new store owned pets, commitment standards (feeding, watering, and cleaning) for all pet habitats, and care for sick store‑owned pets.
• Oversees and validates proper execution of inventory management and pricing processes, including inventory accuracy, receiving, stocking/re‑stocking, inventory counts, product rotations and planogram sets.
• Evaluates operations and seeks opportunities to continuously improve experiences and services.
• Maintains vendor relationships, backroom standards, and communication boards.
• Oversees the Buy Online and Pick Up In Store and Ship From Store programs.
• Identifies and reacts to sales trends through analysis and merchandising activities.
• Responsible for making sound merchandising decisions with respect to discretionary space and discontinued merchandise.
• Maintains store standards (compliance and cleanliness) and leads a culture of empowerment by ensuring compliance to Policies & Procedures (P&Ps) and Code of Ethics.
• Ensures a safe environment for associates, pets, and pet parents.
• Responsible for taking immediate action and reporting when a sick/injured pet is identified in store.
• Shares responsibility with store opening and closing procedures to uphold our brand promise and respond to general and escalated pet parent concerns.

• Drives opportunities to grow the business and holds associates accountable in achieving store P&L expectations such as sales and shrink targets.
• Analyzes inventory management reporting to identify trends, opportunities, and root causes.
• Manages expenses such as labor and supplies, and other relevant store metrics.
• Leverages Home Office partners and resources to submit and follow up on store related work orders and purchase card allocation.

• 3+ years of retail leadership or experience in a…