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 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 the leader on duty; address associate complaints and grievances; recognize and celebrate associates to drive engagement.
• Execute merchandise strategies to optimize sales, including receiving product, product placement, seasonal displays, and promotional setups; manage inventory levels, conduct audits, analyze sales trends, and recommend stock replenishment and markdowns.
• Maintain accurate inventory records, conduct regular audits, and address discrepancies; operate point-of-sale systems and handle cash transactions with accuracy and policy compliance.
• Maintain store standards and lead a culture of empowerment by ensuring 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; maintain pet care maintenance standards (cleaning, feeding, providing water) and care for new arrivals and sick pets.
• Ensure pet parents have a positive experience with online orders including in-store pickup or ship-from-store; support associate and pet parent experience at all levels and ensure pets in care are safe and healthy.
• Take immediate action and report when a sick or injured pet is identified; transport to the vet as needed; follow company policies to prepare for and receive new store-owned pet arrivals and ensure pets are healthy to move to the sales floor after quarantine.

Qualifications

• 2+ years of retail supervisory experience in a customer-focused environment.
• Full-time availability required; flexibility in schedule 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, particularly in maintaining a visually appealing store layout.
• No direct reports, but expected to guide and support the development of other associates; provide feedback on associate performance to direct supervisor; act as the Leader when other Leaders are not in the store, including supervising associates, assigning tasks, and addressing concerns.

Essential Physical Demands and Work Environment

• Standing, walking, climbing a ladder, using hands to handle, feel, hold, write, etc.
• Frequently reaching with hands and arms; stooping, kneeling, crouching; talking and hearing.
• Specific vision abilities include depth perception.
• Frequently lift and/or move up to 50 pounds; occasionally team lift and/or move more than 100 pounds.
• Occasionally exposed to moving mechanical parts and a wet environment with an abundance of pet hair; moderate to high noise levels at times.
• Exposure to live animals and their handling is common.