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 covers 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 support associate 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 overall 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 with accuracy and compliance.
• Maintain store standards and ensure compliance with Policies & Procedures and the Code of Ethics.
• Share responsibility for store opening and closing procedures to uphold the brand promise.
• Complete monthly live cycle counts and address any 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 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 pets are healthy before moving to the sales floor after quarantine.

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 in maintaining a visually appealing store layout.
• Supervisory responsibility: guide and support the development of other associates, provide performance feedback, and act as the leader when other leaders are absent.

Essential Physical Demands

• Stand, walk, climb ladders, and use hands to handle, feel, hold, and write.
• Frequent reaching with hands and arms; stooping, kneeling, crouching, talking, and hearing.
• Lift and/or move up to 50 lb frequently; occasional team lifts of more than 100 lb.
• Depth perception required for vision tasks.
• Occasional exposure to moving mechanical parts, wet environments with pet hair, moderate to high noise levels, and live animals.
• Reasonable accommodations may be made for individuals with disabilities.

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