Assistant Store Manager - Customer Experience

Assistant Store Manager Customer Experience

At Pet Smart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families and we empower our teams with the tools, resources, and opportunities to grow and succeed.

• 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 Experience Leader (ELR) is responsible for providing exceptional leadership and service to our pet parent while upholding the company’s vision, mission, values, and strategy. The role drives the pet parent experience through culture and strategies, achieving targeted results and sharing responsibility for safety, daily execution, and financial outcomes.

Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs:

• Participate in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
• Facilitate the associate experience and support associate development.
• 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 processes to ensure pets in our care are safe and healthy.
• Coordinate staffing coverage for experience activities in pivotal areas of the store.
• Communicate company information and priorities to associates to ensure alignment and deliver on expectations.
• Delegate and validate completion of daily tasks including engagement videos.
• Recognize and celebrate associates driving overall associate engagement.

• Lead the associate and pet parent experience at all levels and ensure pets in our care are safe and healthy.
• Handle the pet parent experience and outcomes conducted over the telephone, in person, or online, and respond to general and escalated pet parent concerns.
• Assist with reservations in hotels, salons, and training.
• Oversee all Pet Smart services (salon, training, hotel, and day camp), live pet sales, and adoptions.
• Evaluate operations and seek opportunities to continuously improve experiences and services.
• Oversee store events and marketing.
• Maintain store standards and lead a culture of empowerment by ensuring compliance with policies, procedures, and the code of ethics.
• Conduct monthly Services Walks to validate proper execution of policies and procedures.
• Take immediate action when a sick or injured pet is identified in the store; transport to the vet as needed.
• Share responsibility with store opening and closing procedures to uphold the brand promise.

• Drive and identify opportunities to grow the business and hold associates accountable in achieving store P&L targets.
• Manage expenses such as labor and supplies and any other relevant store metrics.
• Leverage home office partners and resources to submit and follow up on store‑related work orders and purchase card allocation.
• Work directly with services associates on productivity and scheduling to grow the business and achieve company goals.

• 3–5 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.

• Typically oversee one to six lead associates and ten to seventy non‑leader associates, carrying out supervisory responsibilities in accordance with Pet Smart’s policies and procedures.

• May need to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc.; frequent reaching, stooping, kneeling, crouching, talking, and hearing.
• May frequently lift and/or move up to 50 pounds and occasionally lift more than 100…