Product Manager

About the Team

It’s an exciting time in technology, and that buzz is felt throughout Pet Smart! We are continuing to grow at a faster pace and we want to continue to provide best‑in‑class experiences for pets and pet parents.

Our Technology team has 6 different departments:
Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain.

Whether it’s online or in our stores, the work that the IT team does is instrumental in Pet Smart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.

Collaborative Work Environment At Pet Smart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.

This role works in our Phoenix Home Office. Visa sponsorship is not offered for this role

This role is responsible for defining the strategy, vision, and roadmap for the product lifecycle that enhances the customer care experience for our pet parents. It focuses on delivering seamless, empathetic, and effective support experiences that keep our customers informed, connected, and cared for across all interactions. The role will partner with stakeholders across the organization to understand their user requirement needs and be most closely partnered with the technical teams to bring respective products to life through development cycles.

• Product visionary
  :
  Defines the vision for product(s) driven by data, insights, and research that aligns with Pet Smart’s overall strategic vision and goals.
• Product roadmap
  :
  Develops, prioritizes, communicates, and provides leadership with a product roadmap that creates best‑in‑class customer experiences based on understanding of the customer across channels. Defines all KPIs for success of the products on the roadmap; continuously monitors those KPIs post‑implementation to validate hypotheses and understands future enhancement opportunities. Articulates clear product priorities driven by data and expected outcomes that are inclusive of measurable KPIs and targets that align with company and business goals.
  
  Optimizes the product and feature roadmap assessing priorities and trade‑offs.
• Customer advocate
  :
  Works closely with UX and the A/B testing team to define tests for upcoming initiatives and areas of opportunity for optimization. Understands customer pain points and work closely with UX and development partners to define solutions.
• Communication
  :
  Manages relationships with stakeholders, intakes their requests, gathers requirements, discusses prioritization, and is transparent about timing and delivery. Communicates product updates to all stakeholders over the course of multiple meetings and various communication methods (email, Sharepoint, Confluence, JIRA, etc.). Collaborates with business stakeholders to maintain a backlog of feature requests and a product roadmap. Ensures coordination and collaboration across product managers to properly manage dependencies and avoid duplication of work.
• Continual Improvement
  :
  Understands technical issues to effectively make decisions around prioritizing new features, reducing technical debt and improving resiliency. Fully understands and remains up‑to‑date on the competitive landscape. Discovers testing opportunities with new or existing features. Oversees product through all stages of the lifecycle and ensures product maintenance and scalability features are properly prioritized, in addition to enhancements.

• 5+ years experience in Product Owner or Product Manager discipline, or equivalent
• Experience working with Voice of customer tools (e.g., Medallia, Qualtrics)
• Experience working with Customer Care tools (e.g., Service Now, Decagon, Gladly AI)
• Experience working with Data pipelines will be preferred
• Microsoft software…