Retail Operations Manager

Retail Operations Manager

Join the team at Pet Smart, a leading pet retailer, as the Retail Operations Manager (Process Leader). In this role you will drive operational excellence in store operations, uphold the company’s vision, mission, values, and strategy, and lead associates to deliver memorable experiences for pets and their families.

• Paid Weekly
• Health & Wellness Benefits*
• 401k Plan with company match
• Paid Time off for full‑time associates
• Associate discounts
• Tuition Assistance
• Career pathing
• Development opportunities

Pet Smart’s Process Leader (Retail Operations Manager) shares responsibility for merchandising and inventory management, pet care operations, opening and/or closing the store, leading associates, financial outcomes, and maintaining a safe and organized environment.

• Participates in employment decisions such as recruiting, interviewing, and coaching.
• Facilitates associate development—training, onboarding, reviews, labor management, mentoring, succession planning, and coaching for accountability.
• Addresses and administers associate complaints and grievances.
• Prioritizes, delegates, and validates daily tasks for associates to meet business and pet parent needs.
• Leads and coaches associates on proper operational processes to ensure pets are safe and healthy.
• Coordinates staffing coverage for key store areas (pet care, hotel cleaning, salon cleaning, etc.).
• Validates completion of assigned operational messages and video compliance.
• Communicates company information and priorities to associates to ensure alignment and deliver expectations.
• Recognizes and celebrates associate engagement and contributions.

• Provides oversight for the healthcare of store‑owned pets—feeding, watering, cleaning, care of sick pets across all habitats.
• Oversees and validates inventory management and pricing processes—accuracy, receiving, stocking, counts, rotations, planogram sets.
• Evaluates operations and seeks opportunities for continuous improvement.
• Maintains vendor relationships, backroom standards, and communication boards.
• Oversees Buy Online & Pick Up In Store and Ship From Store programs.
• Analyzes sales trends through merchandising activities.
• Makes merchandising decisions regarding discretionary space and discontinued merchandise.
• Maintains store standards—compliance, cleanliness, and ethical policies.
• Ensures a safe environment for associates, pets, and pet parents.
• Responds to pet parent concerns and manages store opening and closing procedures.

• Drives opportunities to grow the business and holds associates accountable for store P&L expectations.
• Analyzes inventory reports to identify trends, opportunities, and root causes.
• Manages expenses such as labor and supplies and other relevant store metrics.
• Leverages Home Office partners and resources to submit and follow up on work orders and purchase card allocation.

• 3+ years of retail leadership or experience in a customer‑focused environment.
• Full‑time availability required; flexibility to work evenings, weekends, and holidays.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to react under pressure and maintain composure.
• Strong organizational skills and attention to detail, particularly in store layout.

• Oversees up to three (3) lead associates and up to forty (40) non‑leader associates; carries out supervisory responsibilities per Pet Smart policies.
• Responsible for employment decisions and associate development.

• Requires standing, walking, climbing ladders, handling, reaching, stooping, kneeling, crouching, speaking, hearing, and vision depth perception. Reasonable accommodations may be provided for disabilities.
• Frequent lifting of up to 50 pounds and occasionally team lifting of more than 100 pounds.
• Exposure to mechanical parts, wet environments with pet hair, moderate noise levels, occasional high noise, and live animal handling.

Join us for a chance to make a meaningful impact every day—help a customer choose…