Director, PetSmart Services Offerings & Innovation

About the Team

There are a lot of activities that happen in our stores so we have a strong cross-functional team focused on doing Anything for Pets by supporting the store teams through effective communications, processes and initiatives. The Store Strategy & Operations department leads the way to support all store activities and define business-driving strategies. The Workforce, Insights & Planning team owns labor optimization and reporting needs.

The Operations & Innovation team owns merchandise execution, process improvement, compliance, store technology and innovation. And the Strategy team leads all the business-driving efforts for Salon, Pets Hotel, Pet Training and In-store customer experience. These teams work diligently to ensure our associates, pets and pet parents are supported, while operating efficiently to drive the business.

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.

The Director, Services Product Offering & Innovation is responsible for defining, evolving, and optimizing Pet Smart’s services portfolio to maximize customer value, business growth, and enterprise profitability across Salon, Pets Hotel, Training, and related services offerings. This role leads service portfolio strategy, pricing recommendations, innovation initiatives, and cross-service integration efforts that ensure Pet Smart’s services remain differentiated, operationally scalable, and aligned to customer needs and market trends.

This leader partners closely with Demand Generation, Access & Capacity, Service Delivery, Systems, Tools, Data & Analytics, Finance, Marketing, Digital, Merchandising, and Veterinary Services teams to develop customer-focused offerings, scalable innovation pipelines, and profitable growth strategies. The role balances customer expectations, competitive positioning, operational feasibility, and financial performance while supporting an integrated services operating model.

The Director leads efforts focused on service menu design, pricing architecture, innovation pilots, premium mix optimization, and cross-service offerings while fostering collaboration, accountability, continuous improvement, and data-informed decision-making.

• Lead the development and evolution of Pet Smart’s services portfolio, including Salon, Pets Hotel, Training, and related service offerings.
• Define customer-focused service menus, packages, subscriptions, bundles, and add-on strategies that support customer value, operational scalability, and profitable growth.
• Partner with Finance and cross-functional business leaders to develop pricing recommendations and pricing architecture that balance competitiveness, customer value perception, and margin performance while driving customer retention, loyalty, and visit frequency growth.
• Lead innovation pipelines focused on new services, premium offerings, attachment opportunities, and differentiated customer experiences.
• Monitor customer trends, competitive dynamics, market conditions, and emerging industry opportunities to inform strategic priorities and offering evolution.
• Lead pilot-and-scale initiatives to test, evaluate, and expand new services, pricing approaches, customer solutions, and operational enhancements.
• Partner with Systems, Tools, Data & Analytics and Digital teams to align business requirements, customer…