Retail Operations Manager

Benefits That Benefit You

• 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 driving operational excellence in stores while upholding the company’s vision, mission, values, and strategy. This role is accountable for merchandising and inventory management, pet care operations, opening/closing the store, leading associates, financial outcomes, and maintaining a safe, organized environment.

• Participate in employment decisions such as recruiting, interviewing, and coaching.
• Support associate development, training, onboarding, reviews, labor management, mentoring, succession planning, and coaching for accountability.
• Address and administer associate complaints and grievances.
• Prioritize, delegate, and validate daily tasks to meet business and pet parent needs.
• Lead and coach associates on proper operational processes to ensure pet safety and health.
• Coordinate staffing coverage for pivotal store areas.
• Validate completion of assigned operational messages and compliance with engagement video requirements.
• Effectively communicate company information and priorities to ensure alignment and deliver on expectations.
• Recognize and celebrate associate engagement.

• Oversee health and care of store‑owned pets and maintain pet habitat standards.
• Oversee inventory management, pricing processes, and product rotations.
• Evaluate operations and seek continual improvement opportunities.
• Maintain vendor relationships, backroom standards, and communication boards.
• Oversee Buy Online and Pick Up In Store and Ship From Store programs.
• Identify sales trends through analysis and merchandising activities.
• Make merchandising decisions regarding discretionary space and discontinued merchandise.
• Maintain store standards, ensure compliance with Policies & Procedures, and 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 and respond to pet parent concerns.

• Drive and identify opportunities to grow the business and hold associates accountable for P&L expectations.
• Analyze inventory management reporting to identify trends, opportunities, and root causes.
• Manage labor and supplies expenses and 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, including 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 maintaining a visually appealing store layout.

• Typically oversees up to three lead associates and up to forty non‑leader associates, carrying out supervisory responsibilities in accordance with Pet Smart’s policies and procedures.
• Responsible for employment decisions and associate development.

• Require standing, walking, climbing ladders, and frequent use of hands; stooping, kneeling, and crouching are common.
• Frequent lifting or moving up to 50 lbs and occasional lifting over 100 lbs.
• Exposure to moving mechanical parts, wet environment with pet hair, moderate noise levels; occasional exposure to high noise and live animals.
• Reasonable accommodations may be made for individuals with disabilities.

Pet Smart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristics. We offer reasonable accommodations to applicants with disabilities throughout our application process upon request and as required by law.

In accordance with the Affordable Care Act (ACA), associates who average at least 30 hours per week may be eligible for medical benefits.

Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law). For applicants in Waterloo, San Francisco, or Los Angeles, we will consider qualified applicants with arrest and conviction records in a manner consistent with the relevant fair chance ordinances.