Retail Operations Manager

Pet Smart does Anything for Pets – JOIN OUR TEAM!

• 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) has shared responsibility to drive operational excellence in our stores while upholding the company’s vision, mission, values, and strategy. This role is accountable 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 the associate experience and supports associate development; including ensuring associates are appropriately trained across the store, onboarding, associate reviews, labor management, mentoring, succession planning, and coaching for accountability.
• Address and administer associate complaints and grievances.
• Prioritize, delegate, and validate daily tasks for associates to meet business and pet parent needs.
• Lead and coach associates on proper operational processes to ensure pets in our care are safe and healthy.
• Coordinate staffing coverage for process activities in pivotal areas of the store (pet care maintenance, hotel cleaning, salon cleaning, etc.).
• Validate completion of assigned operational messages and engagement video compliance.
• Communicate company information and priorities to associates to ensure alignment and deliver on expectations.
• Recognize and celebrate associates driving overall associate engagement.
• Accountable for and provide oversight for the healthcare of store‑owned pets, including pet care maintenance, receiving new store‑owned pets, commitment standards (feeding, watering, and cleaning) for all pet habitats, and care for sick store‑owned pets.
• Accountable for inventory management and pricing processes, including inventory accuracy, receiving, stocking/re‑stocking, inventory counts, product rotations, and planogram sets in a timely and organized manner.
• Evaluate operations and seek opportunities to continuously improve experiences and services.
• Maintain vendor relationships, backroom standards, and communication boards.
• Oversee processes related to Buy Online and Pick Up In Store and Ship From Store programs.
• Identify and react to sales trends through analysis and merchandising activities.
• Make sound merchandising decisions regarding discretionary space and discontinued merchandise.
• Maintain store standards (compliance and cleanliness) and lead a culture of empowerment by ensuring compliance to policies & procedures and the Code of Ethics.
• Ensure a safe environment for associates, pets, and pet parents.
• Take immediate action and report when a sick or injured pet is identified in store.
• Share responsibility with store opening and closing procedures to uphold brand promise and respond to general and escalated pet parent concerns.

• Drive and identify opportunities to grow the business and hold associates accountable for achieving store P&L expectations such as sales and shrink targets.
• Analyze inventory management reporting to identify trends, opportunities, and root causes.
• Manage expenses such as labor and supplies, as well as other relevant store metrics.
• Leverage Home Office partners and resources to submit and follow up on store‑related work orders and purchase card allocation.

• 3+ years of retail leadership or experience in a customer‑focused environment.
• Full‑time availability required, flexibility in schedule, able to work evenings, weekends, and holidays as needed.
• 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 maintaining a visually appealing store layout.

• Typically oversees up to three (3) lead associates and up to forty (40) non‑leader associates. Carries out supervisory responsibilities…