Retail Operations Lead

About the role

PetSmart’s Process Lead (Retail Operations Lead) shares responsibility for driving operational excellence in stores while upholding the company’s vision, mission, values, and strategy. The role oversees merchandising and inventory management, pet care operations, opening and/or closing the store, associate supervision, 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 support 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 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.
• Ensure store standards and compliance with Policies & Procedures and Code of Ethics; share responsibility for opening and closing procedures.
• Complete monthly live cycle counts and address any discrepancies.
• Maintain pet care standards (cleaning, feeding, water, health monitoring) and care for new arrivals and sick pets.
• Provide a positive experience for pet parents with online orders, pick‑up, or ship‑from‑store options.
• 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 clearance after quarantine 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 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, especially for maintaining a visually appealing store layout.
• Supervisory responsibility: guide and support associate development, provide performance feedback, and act as leader when other leaders are absent.

Physical Demands

• Must stand, walk, climb ladders, and use hands for handling, feeling, holding, and writing.
• 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, wet environments, pet hair, moderate to high noise levels, and live animals.
• Reasonable accommodations may be made for individuals with disabilities.

Pay

This position is paid on an hourly basis. Exact rate of pay is based on relevant experience level, training, skills or knowledge, and store location. PetSmart will not pay less than the local minimum wage.

Schedule

Full‑time availability required with flexibility to work evenings, weekends, and holidays as needed.

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