Specialist, Customer Care

About the Team

The Digital team focuses on delivering a superior customer experience on  and our mobile app. The team also guides revenue and profit growth for the digital business. Digital team associates focus on delivering initiatives that help our pet parents find and discover products, bring enterprise priorities to life digitally, design new user experiences, build new features and capabilities, and manage key omni-channel programs.

We work to showcase our brand digitally through the lens of expertise and love and to provide a personalized experience for our consumers. The team takes a data-driven approach and leverages quantitative and qualitative insights to optimize the experience and make business decisions.

About the Location

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.

About the Job

The Specialist, Customer Care supports the execution of Customer Care programs, operational processes, provider readiness, and digital experience enhancements. This role manages contact forecasting, operational reporting, knowledge management, training support, system issue tracking, and quality processes. The Specialist serves as the daily subject matter expert for outsourced provider teams, ensuring they have accurate information, tools, and support to deliver excellent customer experiences.

Core Responsibilities

Contact Forecasting & Operational Reporting

* Own weekly, monthly, and annual contact volume forecasts using historical trends, business insights, and promotional calendars.

* Prepare forecasting models used by the BPO for staffing and scheduling.

* Monitor forecast accuracy and adjust inputs and assumptions based on trends and incident patterns.

* Monitor and report on customer care performance metrics, dashboards, trends, and contact drivers.

* Maintain reporting tools and partner with internal teams to ensure data accuracy and consistency.

Analysis, Insights & Root-Cause Identification

* Analyze contact drivers, incident categories, and customer pain points to identify recurring issues or emerging trends.

* Conduct incident and root-cause analysis, escalating findings with recommended solutions.

* Prepare storytelling summaries and insight decks to communicate trends and opportunities to cross-functional teams.

* Provide recurring reporting, data pulls, and initial insights to support Manager-level strategic analysis.

Experience, Training & Communication Support

* Maintain and continuously update the Customer Care Knowledge Base to ensure accuracy and alignment with evolving business practices.

* Assist in maintaining training content, process documentation, job aids, and communication packets for provider teams.

* Support readiness for promotions, system enhancements, policy changes, and new workflows by coordinating communications and updates.

* Help ensure consistent adoption and execution of new processes across the vendor.

Tools, Systems & Digital Experience

* Serve as the daily point of contact for system issues, bug intake, troubleshooting, and agent UX feedback.

* Collaborate with IT/Tech, Product, and Digital teams to test system updates, validate enhancements, and track progress on bug fixes.

* Assist in optimizing Customer Care digital experiences, including Help pages, self-service tools, and contact-deflection workflows.

* Contribute recommendations for workflow, policy, or system changes that reduce contact drivers and enhance customer experience.

Quality, Coaching & Vendor Support

* Assist in quality assurance programs, including calibration sessions, QA reviews, and quality score tracking.

* Support performance feedback loops and follow-ups with vendor leadership teams.

* Help manage vendor compliance with onboarding/offboarding, system access, and user profile management.

* Assist in monitoring and resolving customer escalations, ensuring consistent practices and documentation.

Program, Process & Provider Readiness Support

* Coordinate rollout and provider enablement for new initiatives, tools, and process enhancements.

* Create supporting documentation, communications, and training materials for new processes and programs.

* Track progress of cross-functional initiatives aimed at improving operational efficiency, reducing contacts, or improving customer experience.

* Support dashboard maintenance, documentation management, and cadence-based reporting requirements.

Qualification

Bachelor's degree in Business, Operations, Training, Communications, or related field (or equivalent experience).

* 2-4 years of experience in Retail, Customer Service, Customer Care, or Contact Center operations.

* Experience with data analysis, reporting, and…