Sr, Product Manager Customer Care

Create a healthier, brighter future for pets, pet parents and people! If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing, Petco is the place for you. Our core values capture that spirit as we work to improve lives by doing what’s right for pets, people and our planet.

• We love all pets like our own
• We’re the future of the pet industry
• We’re here to improve lives
• We drive outstanding results together
• We’re welcome as we are

Petco is a category‑defining health and wellness company focused on improving the lives of pets, pet parents and Petco partners. We are 29,000 strong and operate 1,500+ pet care centers in the U.S., Mexico and Puerto Rico, including 250+ Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers. We’re focused on purpose‑driven work, and strongly believe what’s good for pets, people and our planet is good for Petco.

Petco is modernizing how we support pet parents across voice, chat, email, and self‑service. We’re hiring a product manager who can bring structure, data discipline, and cross‑company alignment to a fast‑changing space. Customer Care is also one of the clearest areas where smart technology investments translate directly into lower cost‑to‑serve and measurable operational improvements.

In this role, you’ll connect Customer Support, IT, engineering, and other product teams around a shared roadmap for Salesforce Service Cloud, Amazon Connect, and next‑generation AI capabilities. This is a highly visible role with significant impact on Petco’s efficiency, customer experience, and bottom line.

• Own the roadmap for Salesforce Service Cloud, Amazon Connect, and emerging AI‑enabled capabilities.
• Drive a data‑informed strategy for agent assist, automated routing, conversational AI, generative responses, and customer self‑service.
• Turn operational insights from Customer Support into clear, aligned product requirements that IT and engineering can execute on.
• Ensure customer care considerations are represented across broader product and platform decisions.

• Develop deep expertise in Service Cloud (case management, omni‑channel, routing, knowledge, macros, agent workspace).
• Build strong working knowledge of Amazon Connect (IVR, call flows, Contact Lens, analytics, AI integrations).
• Stay ahead of rapid developments in AI, identifying practical, high‑value opportunities Petco can deploy quickly.

• Act as the connective tissue between Customer Support, IT, enterprise architecture, and peer product teams.
• Translate business needs into technical plans and ensure Customer Care is included in system‑wide planning and platform strategy.
• Coordinate timelines, dependencies, and priorities so work lands cleanly and consistently.
• Partner with vendors and engineering teams to deliver solutions end‑to‑end.

• Write clear user stories, acceptance criteria, and functional requirements.
• Lead delivery using Scrum/Agile, while being comfortable operating in hybrid or waterfall structures when needed.
• Use qualitative and quantitative data to guide prioritization and demonstrate impact.
• Work with analytics teams to ensure we have the right instrumentation and operational visibility—without owning reporting directly.
• Deliver improvements that reduce support volume, improve resolution times, and raise CSAT/NPS.

• Faster, more efficient support operations powered by automation and AI.
• Lower handle time and reduced contact rates.
• Strong, predictable coordination between Customer Support, IT, and Product.
• Customer Care represented clearly in engineering planning cycles and cross‑functional decision making.
• A credible, forward‑looking AI roadmap grounded in measurable value.
• A stable, long‑term product owner who builds deep domain expertise and drives continuity in this high‑turnover area.

• Bachelor’s degree or equivalent practical experience.
• 5+ years of product management experience in customer service, CRM, contact center technologies, or…