Retail Operations Lead

Our associates are the heart of Team PetSmart. Together, we're building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams, and challenge each other to be the best they can be.

Benefits

• Paid weekly
• Health & wellness benefits
• 401k plan with company match
• Paid time off for full-time associates
• Associate discounts
• Tuition assistance
• Career pathing and development opportunities

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. Facilitate the associate experience and support associate development, including training, onboarding, mentoring, coaching, and providing feedback into performance reviews, 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 to drive overall engagement.
• Store Operations and Overall Store Experience: Execute merchandise strategies to optimize sales, including receiving of product, product placement, seasonal displays, and promotional setups. Manage inventory levels, conduct regular audits, and analyze sales trends to make informed recommendations for stock replenishment and markdowns. Assist in maintaining accurate inventory records, conducting regular audits, and addressing discrepancies. Operate point-of-sale (POS) systems and handle cash transactions, ensuring accuracy and compliance with company policies. Maintain store standards and lead a culture of empowerment by ensuring compliance with Policies and Procedures (P&Ps) and Code of Ethics. Share responsibility for store opening and closing procedures. Complete monthly live cycle counts and address discrepancies. Ensure pet care maintenance, including cleaning, feeding, providing water, and caring for new arrival and sick pets. Ensure pet parents have a positive experience with online orders, including pick-up in store or ship from store. Support the associate and pet parent experience at all levels and ensure pets in our care are safe and healthy. Take immediate action and report when a sick/injured pet is identified in the store; transport to the vet as needed. Follow company Policies and Procedures to prepare for and receive new store-owned pet arrivals. Ensure pets are healthy to move to the sales floor after the quarantine period.

Requirements

• 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, you are 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, including supervising associates, assigning tasks, and addressing any concerns.

Physical Demands

• 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.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds.
• While performing duties, occasionally exposed to moving mechanical parts, wet environments with pet hair, and moderate to high noise levels.
• Exposure to live animals and their handling is common.

This position is paid hourly, with exact pay based on relevant experience, training, skills, or knowledge, and store location. In no instance will PetSmart pay less than the local minimum wage.