Salon Operations Leader: Scale Service Excellence

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 Sr. Director, Salon Service Delivery is responsible for leading operational execution, productivity, field performance, service quality, and margin realization across Pet Smart’s Salon business. This role oversees the operational systems, standards, and field execution strategies that strengthen scalable growth, labor productivity, customer retention, operational consistency, and profitability across a large distributed salon footprint.

• Lead operational execution strategies that improve consistency, service quality, productivity, customer retention, and operational effectiveness across the services business.
• Lead scalable operational standards, SOPs, accountability systems, field routines, and execution expectations that support reliable and efficient service delivery.
• Partner with Field Leadership to improve execution consistency, operational discipline, visibility, and business performance across stores and markets.
• Improve operational performance through productivity optimization, throughput management, scheduling effectiveness, and utilization improvements while balancing customer and associate experience.
• Ensure services operate within established safety, compliance, quality, and brand standards while fostering a culture grounded in accountability, operational excellence, and customer care.
• Partner cross-functionally with Access & Capacity, Systems & Analytics, Offerings & Innovation, HR, and Demand Generation leaders to support operational readiness and scalable execution.
• Partner with Finance on forecast and planning cyclical events
• Utilize operational, workforce, customer, and financial insights to identify trends, prioritize interventions, and improve operational outcomes.
• Influence operational behaviors and field consistency through strong partnership, coaching routines, performance visibility, and continuous improvement practices.
• Build strong cross-functional relationships grounded in trust, collaboration, transparency, and shared accountability for customer, associate, and business outcomes.
• Lead, coach, and develop home-office associates responsible for operational standards, execution support, field enablement, and business performance initiatives.
• Foster an inclusive and collaborative culture that encourages operational excellence, associate development, accountability, continuous improvement, and customer focus.

Key Decisions This Leader Owns:

• Owns overall performance of the salon business
• Operational execution standards and field performance expectations
• Service quality and operational consistency priorities
• Operational readiness and execution support strategies
• Productivity, throughput, and utilization improvement initiatives
• Operational intervention and continuous improvement recommendations
• Operational scorecards, accountability…