Retail Operations Manager

Pet Smart Abbotsford, British Columbia, Canada

About Life At Pet Smart

At Pet Smart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed. This posting reflects an existing vacancy, and we are actively seeking candidates for this role.

• Paid Weekly
• Health & Wellness Benefits*
• Group Registered Retirement Plan (RRSP) with company match
• Paid Time off for full-time associates
• Associate discounts
• Tuition Assistance
• Career pathing
• Development opportunities

Pet Smart’s Process Leader (Retail Operations Manager) has shared responsibility to drive operational excellence in our stores while upholding the company’s vision, mission, values, and strategy. This role is accountable for merchandising and inventory management, pet care operations, opening and/or closing the store, leading associates, financial outcomes and maintaining a safe and organized environment.

Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs:

• Participates in employment decisions such as recruiting, interviewing, and coaching.
• Facilitates the associate experience and supports associate development; including, but not limited to ensuring associates are appropriately trained across the store, onboarding, associate reviews, labor management, mentoring, succession planning, and coaching for accountability.
• Address and administer associate complaints and grievances.
• Prioritize, delegate, and validate daily tasks for associates to meet business and pet parent needs.
• Lead and coach associates on proper operational processes to ensure pets in our care are safe and healthy.
• Coordinate staffing coverage for process activities in pivotal areas of the store (pet care maintenance, hotel cleaning, salon cleaning, etc.)
• Validate completion of assigned operational messages and engagement video compliance.
• Effectively communicate company information and priorities to associates to ensure alignment and deliver on expectations.
• Recognize and celebrate associates driving overall associate engagement.

• Accountable for and provide oversight for the healthcare of store owned pets, including pet care maintenance, receiving new store owned pets, commitment standards (feeding, watering, and cleaning) for all pet habitats (bird, reptile, small animal, cricket, and fish aquariums), and care for sick store‑owned pets.
• Accountable for, provide oversight, and validate proper execution of inventory management and pricing processes, including, but not limited to, inventory accuracy, receiving, stocking/re‑stocking, inventory counts (live and non‑live), product rotations and planner/planogram sets in a timely and organized manner.
• Evaluate operations and seek opportunities to continuously improve experiences and services.
• Maintain vendor relationships, backroom standards, and communication boards.
• Oversee processes related to the Buy Online and Pick Up In Store and Ship From Store programs.
• Identify and react to sales trends through analysis and merchandising activities.
• Responsible for making sound merchandising decisions with respect to discretionary space and discontinued merchandise.
• Maintain store standards (compliance and cleanliness) and lead a culture of empowerment by ensuring compliance to our Policies & Procedures (P&Ps) and Code of Ethics.
• Ensure a safe environment for our associates, pets, and pet parents.
• Take immediate action and report when a sick/injured pet is identified in store.
• Share responsibility with store opening and closing procedures to ensure we uphold our brand promise as well as responding to general and escalated pet parent concerns.

• Drive and identify opportunities to grow the business and hold associates accountable in achieving store P&L expectations such as sales and shrink targets.
• Analyze inventory management reporting to identify trends, opportunities, and root causes.
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