Retail Operations Manager

PetSmart – Retail Operations Manager We’re seeking a Retail Operations Manager to drive operational excellence in our stores while upholding our mission, vision, and values. This role has shared responsibility to lead associate development, manage merchandising, inventory, pet care operations, and maintain a safe, organized environment. About Life At PetSmart At PetSmart, our passion for pets is matched by our focus on our people. We value unconditional love, unity, and authenticity, and believe that happy, healthy associates deliver the best care for pet owners. Benefits That Benefit You Paid weekly Full time hours Health benefits: medical, dental, vision Retirement Plan Tuition assistance Associate discounts and perks Paid time off for full‑time associates Career pathing Development opportunities Job Summary PetSmart’s Process Leader (Retail Operations Manager) shares responsibility to drive operational excellence while upholding our vision, mission, values, and strategy. The 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. Essential Responsibilities People Leadership Participates in employment decisions such as recruiting, interviewing, and coaching. Facilitates the associate experience and supports associate development, including 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 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 engagement. Overall Store Experience Accountable for store‑owned pet healthcare, including maintenance, receiving new pets, and care for sick pets. Oversee and validate inventory management and pricing processes, including accuracy, receiving, stocking/re‑stocking, inventories, product rotations, and planograms. Evaluate operations and seek opportunities to continuously improve experiences and services. Maintain vendor relationships, back‑room standards, and communication boards. Oversee Buy Online Pick Up In Store and Ship From Store programs. Identify and react to sales trends through analysis and merchandising activities. Make merchandising decisions regarding discretionary space and discontinued merchandise. Maintain store standards (compliance and cleanliness) and enforce Policies & Procedures and Code of Ethics. Ensure a safe environment for associates, pets, and pet parents. Act promptly 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 address pet‑parent concerns. Expense Management Drive and identify opportunities to grow the business and hold associates accountable for 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 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. Qualifications 3+ years of retail leadership or experience in a customer‑focused environment. Full‑time availability required, with flexibility in schedule, including 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. Supervisory Responsibility Typically oversees up to three (3) lead associates and up to forty (40) non‑leader associates, performing supervisory responsibilities in accordance with PetSmart’s policies and procedures. Responsible for employment decisions and associate development. Physical Demands and Work Environment Required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. Frequently required to reach with hands and arms: stoop, kneel, crouch, talk and hear. Vision abilities include depth perception. Frequently lift and/or move up to 50 pounds; occasionally lift more than 100 pounds. Occasionally exposed to moving mechanical parts, wet environment with abundant pet hair, and moderate to high noise levels. Exposure to live animals and their handling is common. Do What You Love Join us for a chance to make a meaningful impact every day. Whether it’s helping a customer choose a first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom—you’ll create moments that matter. Equal Opportunity and Accommodations PetSmart provides an equal opportunity for all associates and job applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law. Exact rate of pay will be based on relevant experience level, training, skills or knowledge and store location. In no instance will PetSmart pay less than the local minimum wage. This position is also eligible for benefits as described at https://benefits.petsmart.com/ca/. #J-18808-Ljbffr