Director, Labor Planning & Operational Strategy

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 of Labor Planning & Operational Strategy is responsible for setting the strategic direction and leading execution of labor planning, forecasting, and performance optimization across the retail organization, including both Core and Services businesses. This role ensures labor spend aligns with company financial goals while supporting exceptional in‑store execution and customer experience. The Director partners closely with Finance, Store Operations, and other enterprise functions to optimize workforce strategies that balance cost efficiency with operational effectiveness.

• Strategic Retail Labor Planning & Budget Management
  Leads the development and execution of labor strategies to align actual labor spend with enterprise financial targets across all retail formats. Ensures labor planning supports customer service standards, sales goals, and operational efficiency at the store level.
• Retail Workforce Forecasting & Optimization
  Oversees enterprise‑wide labor forecasting processes, incorporating key retail drivers such as foot traffic, sales volume, seasonal trends, and promotional calendars. Drives continuous refinement of forecasting tools and labor models to support real‑time decision‑making and improved store performance.
• Cross‑Functional Collaboration & Business Alignment
  Serves as a strategic business partner to senior leaders across Store Operations, Finance, HR, and Merchandising. Ensures that labor plans and forecasts support both financial objectives and in‑store execution of business priorities.
• Performance Analytics & Insights
  Directs labor analytics and reporting functions to identify trends, gaps, and opportunities across store locations. Delivers actionable insights and performance dashboards to regional and field leaders to drive store‑level accountability and productivity improvements.
• Leadership & Talent Development
  Leads and develops a team of labor planning professionals. Establishes clear goals, fosters professional growth, and drives a culture of performance and continuous improvement aligned with company values.
• Process Innovation & Operational Efficiency
  Champions initiatives to streamline labor planning processes, enhance reporting capabilities, and improve integration with workforce management systems. Leverages technology and best practices to drive efficiency and scalability across the labor planning function.

• Bachelor’s degree in Business, Finance, Operations, or related field; MBA or equivalent advanced degree preferred
• 8–10+ years of progressive leadership experience in labor planning, financial planning & analysis (FP&A), or store operations within a retail environment
• Deep understanding of retail store operations, workforce management, and the financial levers that drive profitability
• Proven track record of…