SRE Manager - eCommerce and MarTech

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 the Phoenix Home Office - visa sponsorship is not available for this role.

Pet Smart is at a key inflection point on its Digital journey. We are accelerating our Digital transformation roadmap to ensure we keep delighting our Pet Parents as we embark on new change journeys such as sustainable AI adoption throughout the organization in a holistic manner, that fast-tracks our success in the industry. As part of this effort, we are looking for an experienced hands‑on technical Site Reliability Engineering (SRE) leader, who is excited by this opportunity to chart and enact our vision for the future!

In this role, you will be responsible for maturing a nascent operations capability, applying software engineering principles to IT operations, automating manual tasks to build and maintain a highly available, reliable and scalable set of our customer‑facing Digital Properties (, Android and iOS mobile apps, Marketing Technology and supporting Services). You will bridge the gap between software development and operations domains, to improve system availability, minimize outages and ensure faster recovery, by applying system observability, problem analysis, automation and best practices.

You will lead incident response, change management, capacity planning, and improvements in developer tooling and automation initiatives. You will manage department success by setting clear service‑level indicators (SLIs), objectives (SLOs) and agreements (SLAs), and balance system reliability with innovation, improved collaboration and supporting modern, complex infrastructure. As a SRE Manager within Pet Smart Technology organization, you will be based in Phoenix, Arizona.

• Building, developing and retaining a high‑performing team of software engineers, systems analysts, vendor partners and create an environment where they can thrive and succeed by providing technical guidance to draw out their best work.
• Ensuring quality in every deliverable, creative thinking, strong problem solving, and the ability to collaborate with other cross‑functional teams, in a fast paced environment.
• Drive major incident management to restore order and run structured blameless RCAs to learn from these issues and raise the performance bar.
• Innovate and find opportunities and drive automation efforts across various platform and applications. Actively participate in architectural and functional design, implementation and troubleshooting sessions. Spearhead designing and implementing comprehensive monitoring for applications, integrations and anomalies, integrate systems into CI/CD pipelines and systems performance measurement.
• Act as the primary point of contact for eCommerce and Mar Tech Systems availability and reliability requirements.
• Collaborate with customer service teams to ensure seamless customer services, high customer satisfaction, and resolve issues quickly.
• Manage our managed service partner relationships, ensuring alignment with internal operational standards,…