In-Store Manager

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.

This role requires a proactive, detail‑oriented individual who champions operational excellence and cross‑functional collaboration to bring the customer experience vision, in‑store events, and related programs to life while driving continuous improvements across stores. The ideal candidate thrives in a dynamic environment, manages multiple priorities, and collaborates closely with partners across the organization to ensure consistent and impactful experiences for associates and pet parents.

• Monitor and analyze key in‑store execution metrics, including customer insights, satisfaction trends, and store feedback; leverage findings to optimize daily operations, guide strategic initiatives, and refine future program rollouts.
• Partner cross‑functionally to plan, execute, and evaluate in‑store events that elevate the customer experience, strengthen associate engagement, and align with key business initiatives and upcoming program rollouts.
• Integrate learnings from customers and post‑event feedback to continuously enhance in‑store event strategy, ensuring each initiative builds on insights to improve customer satisfaction, associate engagement, and overall program performance.
• Ensure projects, programs, and in‑store events are designed and executed in alignment with Pet Smart’s mission, values, and customer experience vision.
• Collaborate across In‑Store Experience functions to support key initiatives, ensure continuity across VoC, Adoption, and CX operations, and adapt to evolving business priorities.
• Coordinate with field leaders, operations, and enterprise partners to communicate updates, identify opportunities, and drive accountability for execution excellence.
• Develop and maintain tools, resources, and documentation to ensure consistent program communication and store readiness.
• Identify and elevate operational gaps or trends impacting the customer experience, partnering with internal stakeholders to recommend solutions.
• Support the development and implementation of new programs, pilots, or enhancements designed to improve the in‑store experience for both pet parents and associates.

• 3+ years of experience in customer experience, retail operations, or a related field preferred.
• Experience managing or supporting third‑party vendor relationships preferred.
• Demonstrated success collaborating cross‑functionally to execute initiatives and achieve measurable outcomes.
• Strong analytical, problem‑solving, and project management skills.
• Proven ability to manage multiple priorities in a fast‑paced environment while maintaining a high level of accuracy and attention to detail.

• Experience leveraging CX insights platforms and internal reporting systems to analyze data, identify trends, and translate findings into actionable…