Assistant Store Manager - Customer Experience

Assistant Store Manager – Customer Experience

Join Pet Smart as an Assistant Store Manager – Customer Experience.

Pet Smart’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.

• Participate in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
• Facilitate the associate experience and support associate development through reviews, recognition, team events, 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 our 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 associate engagement.

• Lead the associate and pet parent experience at all levels and ensure pets in our care are safe and healthy.
• Responsible for the pet parent experience and outcomes conducted over the telephone, in person or online, and responding to general and escalated pet parent’s concerns.
• Assist with reservations in hotels, salons, and training.
• Oversee all Pet Smart services (salon, training, hotel and day camp), live pet sales and adoptions.
• Evaluate operations and seek opportunities to continuously improve experiences and services.
• Oversee store events and marketing (adoptions, hotel, salon, etc.).
• Maintain store standards and lead a culture of empowerment by ensuring compliance with our policies and procedures (P&Ps) and code of ethics.
• Responsible for conducting monthly Services Walks to validate proper execution of policies and procedures.
• Responsible for taking immediate action when a sick or injured pet is identified in the store; transport to the vet as needed.
• Share responsibility with store opening and closing procedures to uphold our brand promise.

• Drive and identify opportunities to grow the business and hold associates accountable in achieving store P&L expectations such as sales and shrink targets.
• Manage expenses such as labor and supplies and any other relevant store metrics.
• Leverage home office partners and resources to submit and follow up on store related work orders and purchase card allocation.
• Work directly with the services associates on productivity and scheduling to grow the business and achieve company goals.

• 3–5 years of retail leadership or 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.

• Paid Weekly
• Health & Wellness Benefits
• 401(k) Plan with company match
• Paid Time Off for full‑time associates
• Associate discounts
• Tuition Assistance
• Career Pathing
• Development opportunities

Join us for a chance to make a meaningful impact every day. Whether it’s helping a customer choose their first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom—you’ll create moments that matter. At Pet Smart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.

Pet Smart is an Equal Opportunity Employer. Pet Smart provides 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. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law.