Retail Operations Supervisor

Retail Operations Supervisor

Pet Smarts Process Lead (Retail Operations Supervisor) 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.

• 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

• 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, coaching, and feedback into associate performance reviews 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 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, conduct regular audits, and address 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 our Policies and Procedures (P&Ps) and Code of Ethics.
• Share responsibility with store opening and closing procedures to uphold our brand promise.
• Complete monthly live cycle counts and address discrepancies.
• Be responsible for pet care maintenance, commitment standards (cleaning, feeding, providing water, etc.) and caring for new arrivals 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; transport to the vet as needed.
• Follow company Policies and Procedures to prepare for and receive new store‑owned pet arrivals, ensuring pets are healthy to move to the sales floor after quarantine.

• 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.

• No direct reports, but expected to guide and support the development of other associates.
• Provide feedback on associate performance to direct supervisor.
• Act as the Leader when other Leaders are not in the store, supervising associates, assigning tasks, and addressing any concerns.

• Stand, walk, climb a ladder, and use hands to handle, feel, hold, write; frequently reach with hands and arms; stoop, kneel, crouch, talk, and hear. Specific vision abilities include depth perception.
• Frequently lift and/or move up to 50 pounds; occasionally team lift and/or move more than 100 pounds.
• Occasionally exposed to moving mechanical parts, a wet environment with abundant pet hair, moderate noise level; may be exposed to high levels of noise osure to live animals and their handling is common.

Pet Smart provides an equal opportunity for all associates and job applicants without regard to race, colour,…