Assistant Store Manager - Customer Experience

About the role

PetSmart’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. This role is expected to provide exemplary leadership for the store by driving the pet parent experience through culture and strategies, achieving targeted results. This role has shared responsibility for the safety of people and pets, efficient execution of daily tasks and financial outcomes. Do What You Love: 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.

Responsibilities

• People Leadership: Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating; facilitates the associate experience and supports associate development (associate reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, coaching for growth); 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 processes to ensure pets in our care are safe and healthy; coordinates staffing coverage for experience activities in pivotal areas of the store; effectively communicates company information and priorities to associates to ensure alignment and deliver on expectations; delegates and validates completion of daily tasks including engagement videos; recognizes and celebrates associates driving overall associate engagement.
• Overall Store Experience: Leads the associate and pet parent experience at all levels and ensures 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; assists with reservations in hotels, salons, and training; oversees the pet parent experience across PetSmart services (salon, training, hotel and day camp), live pet sales and adoptions; evaluates operations and seeks opportunities to continuously improve experiences and services; accountable to the successful execution & experience of store events and marketing (adoptions, hotel, salon, etc.); maintains store standards and leads 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/injured pet is identified in the store; transport to the vet as needed; shared responsibility with store opening and closing procedures to ensure we uphold our brand