Retail Operations Lead

About the role

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

Responsibilities

• Support and guide sales associates in merchandise handling, providing training on product knowledge and presentation standards.
• Facilitate the associate experience and development through training, onboarding, mentoring, coaching, performance feedback, disciplinary action, and promotions.
• Delegate and validate completion of daily tasks; lead and direct associates when acting as leader on duty.
• Address and administer associate complaints and grievances; recognize and celebrate associates driving engagement.
• Execute merchandise strategies to optimize sales, including receiving product, product placement, seasonal displays, and promotional setups.
• Manage inventory levels, conduct regular audits, analyze sales trends, and make recommendations for stock replenishment and markdowns.
• Maintain accurate inventory records and address discrepancies.
• Operate point-of-sale (POS) systems and handle cash transactions in compliance with company policies.
• Maintain store standards and ensure compliance with Policies and Procedures and Code of Ethics.
• Share responsibility for store opening and closing procedures to uphold brand promise.
• Complete monthly live cycle counts and address discrepancies.
• Perform pet care maintenance, including cleaning, feeding, providing water, and caring for new arrivals and sick pets.
• Ensure pet parents have a positive experience with online orders, pick‑up, or ship‑from‑store.
• Take immediate action and report sick or injured pets, transporting them to a vet as needed.
• Prepare for and receive new store‑owned pet arrivals, ensuring health and quarantine compliance before moving to the sales floor.

Qualifications

• 2+ years of retail supervisory experience in a customer‑focused environment.
• Full‑time availability with flexibility to work evenings, weekends, and holidays.
• 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, especially for visual store layout.
• Supervisory responsibility: guide and support associate development, provide performance feedback, act as leader when other leaders are absent.

Benefits

• 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

Physical Demands

• Standing, walking, climbing ladders, and using hands for handling, feeling, holding, writing, etc.
• Frequent reaching with hands and arms; stooping, kneeling, crouching, talking, and hearing.
• Ability to lift and move up to 50 lb frequently and occasionally team‑lift more than 100 lb.
• Depth perception required.
• Occasional exposure to moving mechanical parts and wet environments with pet hair.
• Moderate noise level, with occasional high noise.
• Regular exposure to live animals and their handling.