Process Leader

PetSmart is a leading specialty retailer dedicated to improving the lives of pets and those who care for them. The company offers a wide range of products, services, and solutions that support pet health, wellness, and enjoyment. Team members work in a collaborative environment focused on customer service, safety, and community engagement.

About the role

The Process Leader at PetSmart in Ahwatukee, AZ is a full-time, on-site role responsible for overseeing daily store processes to support efficient operations and a positive customer experience. This role coordinates task execution across areas such as inventory handling, merchandising, and front-end activities, ensuring procedures are followed consistently. The Process Leader monitors key performance indicators, identifies process gaps, and collaborates with store leadership to implement improvements.

Day-to-day tasks include guiding associates through standard operating procedures, responding to operational issues, supporting customer service at peak times, and maintaining a clean, safe environment for customers, pets, and team members. The role also involves documenting process changes, assisting with training, and reinforcing company policies and best practices.

Responsibilities

• Oversee daily store processes to ensure efficient operations and a positive customer experience.
• Coordinate task execution across inventory handling, merchandising, and front-end activities.
• Monitor key performance indicators and identify process gaps.
• Collaborate with store leadership to implement operational improvements.
• Guide associates through standard operating procedures.
• Respond to operational issues and support customer service during peak times.
• Maintain a clean, safe environment for customers, pets, and team members.
• Document process changes and assist with training.
• Reinforce company policies and best practices.

Qualifications

• Ability to apply strong analytical skills to evaluate store processes, interpret data, and identify opportunities for operational improvement.
• Experience with business process improvement, including defining workflows, standardizing procedures, and supporting change implementation in a retail or service environment.
• Effective communication skills to convey expectations, provide clear instructions, and collaborate with associates, leaders, and customers.
• Customer service skills with a focus on creating positive experiences, resolving concerns professionally, and maintaining a welcoming store environment.
• Experience in training or coaching team members on procedures, safety practices, and customer service standards.
• Ability to work on-site in Ahwatukee, AZ, including evenings, weekends, and holidays as needed.
• Previous retail, operations, or supervisory experience is preferred.
• Comfort working around animals and commitment to PetSmart’s safety and care standards.
• High school diploma or equivalent is preferred; additional education in business, operations, or related fields is a plus.

Schedule

Full-time, on-site role requiring availability including evenings, weekends, and holidays as needed.