Director, Technology - Omni Fulfillment

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.

The Director, Product Fulfillment leads the strategy, product ownership, operational execution, and support of Pet Smart’s fulfillment ecosystem, partnering with Technology and business leaders to ensure alignment across the organization.

This is a key leadership role supporting Pet Smart’s strategic Omni-Channel initiatives, responsible for enabling scalable, reliable, and customer-focused fulfillment capabilities across store and digital experiences.

This role is also responsible for expanding and evolving Pet Smart’s Omni-Channel fulfillment capabilities, including initiatives supporting Pet Health, Pharmacy / Prescription Food fulfillment, Drop Ship, Marketplace expansion, and future digital fulfillment programs. The role drives the operational and technology capabilities required to scale these programs while ensuring alignment to customer experience, operational efficiency, and enterprise growth objectives.

The role owns the end-to-end store fulfillment product lifecycle and is accountable for driving associate and customer experience, operational efficiency, fulfillment execution, and operational support across BES.

The role leads multiple teams through Managers and support leaders, ensuring fulfillment platforms are scalable, reliable, and aligned to evolving business and operational needs.

• Leadership & Organizational Accountability
• Lead and develop Managers and their teams across Fulfillment Systems
• Set strategic direction and priorities aligned to BES and business objectives
• Build a high-performing organization through coaching, mentoring, and accountability
• Drive alignment across domains to support enterprise initiatives
• Product Ownership & Strategy
• Own the fulfillment product strategy and roadmap across capabilities
• Manage the full product lifecycle from ideation through delivery and continuous improvement
• Ensure alignment between business needs, technology capabilities, associate experience, and customer experience
• Drive enterprise prioritization of fulfillment capabilities and enhancements
• Prioritize features and enhancements based on business value and operational impact
• Operational Support & Execution
• Ensure fulfillment platforms directly support day-to-day operations across store and digital fulfillment
• Own end-to-end fulfillment performance including associate experience, customer experience, operational execution, and cost efficiency
• Own operational performance and support for Manhattan Active Omni (MAO) and all supporting fulfillment platforms
• Ensure systems enable consistent execution of BOPIS, Ship-from-Store, and returns workflows
• Partner with Fulfillment and Store Operations leadership to improve execution, efficiency, and reliability
• Translate operational challenges into product enhancements, system improvements, and automation opportunities
  
  Balance product innovation with operational stability
• Operational Support Leadership
• Lead operational support processes for fulfillment platforms and supporting integrations
• Ensure operational stability, issue resolution,…