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

• People Leadership: Support and guide sales associates in merchandise handling, providing training on product knowledge and presentation standards. Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, and coaching for growth. Provides feedback into associate performance reviews, disciplinary action, and promotions. Delegate and validate completion of daily tasks. Leads and directs associates when acting as the leader on duty. Address and administer associate complaints and grievances. Recognizes and celebrates associates driving overall associate engagement.
• Store Operations and Overall Store Experience: Execute merchandise strategies to optimize sales, including receiving of product, product placement, seasonal displays, and promotional setups. Manages inventory levels, conducts regular audits, and analyzes sales trends to make informed recommendations for stock replenishment and markdowns. Assists in maintaining accurate inventory records and addressing discrepancies. Operate point-of-sale (POS) systems and handle cash transactions, ensuring accuracy and compliance with company policies. Maintains store standards and leads a culture of empowerment by ensuring compliance with Policies and Procedures and Code of Ethics. Shared responsibility with store opening and closing procedures to ensure brand promise is upheld. Completes monthly live cycle counts and addresses discrepancies. Responsible for pet care maintenance, commitment standards (cleaning, feeding, providing water, etc.) and caring for new arrival and sick pets. Ensures pet parents have a positive experience with online orders including pick-up in store or ship from store. Supports the associate and pet parent experience at all levels and ensures pets in our care are safe and healthy. Responsible for taking immediate action and reports when a sick/injured pet is identified in the store; transport to the vet as needed. Follows company Policies and Procedures to prepare for and receive new store owned pet arrivals. Ensures pets are healthy to move to sales floor after quarantine period.

Qualifications

• 2+ years of retail supervisory 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, particularly in maintaining a visually appealing store layout.
• Supervisory responsibility: No direct reports, however, expected to guide and support the development of other associates. Provides feedback on associate performance to direct supervisor. Acts as the Leader when other Leaders are not in the store. This includes supervising associates, assigning tasks, and addressing any concerns.

Essential Physical Demands and Work Environment

• Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc.
• Frequently required to reach with hands and arms; stoop, kneel, crouch, talk and hear.
• Specific vision abilities required include depth perception.
• Frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds.
• Occasionally exposed to moving mechanical parts, as well as a wet environment with an abundance of pet hair.
• Noise level is moderate in the work environment; however, associates may be exposed to high levels of noise at times.
• Exposure to live animals and their handling is common.