Vice President, Services

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 Vice President, Services is responsible for leading an integrated services operating model that connects customer demand, workforce capacity, operational execution, service offerings, and business intelligence to strengthen scalable growth, operational excellence, customer loyalty, and long-term business performance across Pet Smart’s Salon, Hotel, Training, and related services businesses.

This role is accountable for driving revenue growth, margin expansion, operational consistency, customer retention, associate productivity, and service-line performance across a large, distributed store footprint. The Vice President ensures Pet Smart can effectively fulfill customer demand, deliver consistently high-quality experiences, optimize workforce and capacity utilization, and increase customer lifetime value through strong operational integration and partnership across enterprise functions.

The role oversees leaders responsible for Product Offerings & Innovation, Service Delivery, Workforce & Capacity, and related services functions while partnering closely with Operations, Marketing, CRM, Loyalty, and Digital teams to support customer acquisition, activation, retention, operational enablement, and scalable growth.

• Own overall business performance across Services, including revenue growth, margin expansion, utilization, customer growth, operational effectiveness, and customer retention.
• Lead an integrated operating model that aligns service offerings, workforce capacity, operational execution, customer experience, and enterprise partnership into a connected business ecosystem.
• Establish annual and quarterly operating priorities that balance growth, profitability, customer experience, workforce sustainability, operational readiness, and execution simplicity.
• Ensure services are delivered safely, consistently, productively, and with high-quality customer experience across the store fleet.
• Lead labor productivity, throughput, utilization, scheduling effectiveness, demand fulfillment, and operational performance improvements across service lines.
• Partner cross-functionally with Marketing, CRM, Loyalty, and Digital teams to support customer acquisition, activation, rebooking, retention, cross-service adoption, and customer lifetime value initiatives.
• Align customer demand generation with workforce capacity, operational readiness, and field execution realities to support scalable growth and customer satisfaction.
• Oversee the evolution of the services portfolio to ensure offerings remain differentiated, operationally scalable, customer-relevant, and financially attractive.
• Partner with Finance and cross-functional leaders to support pricing architecture, margin optimization, service bundles, premium mix, and innovation opportunities that strengthen customer…