Director, Merch Ops

About The Team PetSmart’s Canada Home Office (CHO) is home to approximately 50+ associates who work in departments such as Merchandising, Marketing, Demand Planning, Pricing, Space Planning, Digital/e‑Commerce, Human Resources, Legal, IT and more. The small but mighty team at the CHO supports the operations of 160+ PetSmart stores in Canada and works closely with counterparts at PetSmart’s global corporate headquarters located in Phoenix, Arizona. We also share the Canada Home Office with our colleagues at PetSmart Charities of Canada—an independent, registered charity. PetSmart Charities of Canada is committed to making the world a better place for pets and all who love them by connecting pets with loving homes through adoption, improving access to veterinary care and supporting families in times of crisis with access to pet food, shelter, and emergency relief. About the Location This role is based at our Canada Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success. About The Job The Director of Merchandise Operations & Retail Experience is responsible for leading high-quality execution and cross‑functional support for merchandising strategy and initiatives that drive operational actions to enhance customer‑first experience. This role applies a store process and operational lens to all merchandise‑related initiatives to ensure flawless execution across the enterprise that delivers financial targets. As a key cross‑functional leader, the Director partners with teams across Merchandising, MP&A, Pricing, Labour Management, Marketing, Legal, Loss Prevention & Safety, and Field Leadership to ensure that initiatives are executable, scalable, and aligned to business strategies. This position will play a pivotal role in bridging strategy and execution, translating business priorities into focused, actionable, store‑ready programs that set both office and store teams up for success. Essential Duties & Responsibilities Strategic Leadership & Execution Lead the strategic planning, design, and implementation of merchandising initiatives, ensuring seamless execution in stores. Serve as the central liaison between PHO, CHO, and field teams to align merchandising strategies with operational realities. Provide strategic input on project timing, store labour impact, and adoption, balancing short‑term execution with long‑term operational scalability. Influence new and ongoing projects to ensure they are operationally feasible and support the customer‑first experience. Operational Planning & Project Management Oversee all aspects of merchandise operations, including: Process and planogram execution Weekly field communications (District Leaders, Canada Stores) In‑store marketing and merchandising activity support Additional in‑store initiatives and special projects Partner with the Labour & Capacity team to evaluate store workload, align labour allocation, and ensure successful rollout of initiatives. Translate complex business strategies into executable operational plans with clear milestones and ownership. Enterprise Collaboration & Communication Build and sustain strong partnerships across Merchandising, Store Operations, and corporate departments to ensure alignment and visibility. Maintain consistent communication between CHO and Canadian Field Leaders, ensuring enterprise priorities are clearly understood and supported. Serve as a liaison between subject matter experts in the field and the CHO team to drive collaboration and strategic consistency. Develop and deliver effective communications and feedback loops to ensure continuous improvement and operational clarity. Analytics, Insights & Continuous Improvement Design and maintain performance analytics to evaluate program effectiveness and inform prioritization of future initiatives. Utilize data to identify trends, uncover opportunities, and drive process improvements across the organization. Measure the success of key initiatives and provide actionable recommendations to enhance execution, efficiency, and profitability. Foster a culture of data‑driven decision‑making within the team and across cross‑functional partners. Education & Experience Bachelor’s degree in Business Administration or a related field. 10 years of progressive experience in merchandising, merchandising operations, field execution, or related areas, with 3+ years in a leadership capacity. Demonstrated success leading large‑scale cross‑functional initiatives within a complex retail environment. Knowledge, Skills, And Abilities Proven strategic thinker with a deep understanding of retail operations, merchandising, and field execution. Proven ability to develop and implement scalable processes that improve operational efficiency and executional excellence. Exceptional communication and presentation skills, with the ability to influence across all levels of the organization. Highly organized, detail‑oriented, and adept at managing multiple priorities in a fast‑paced, high‑velocity environment. Advanced analytical and problem‑solving abilities; skilled at turning insights into action. Demonstrated agility, including being able to pivot between strategic planning and tactical execution seamlessly. High business acumen, collaborative style, and an ability to build trust and alignment across teams. Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, SharePoint) and project management tools. Additional Job Considerations This role requires collaboration, teamwork, and face‑to‑face interaction with colleagues, leaders, and/or clients. Being in the office ensures access to leaders, cross‑functional partners, and resources necessary to make timely decisions and drive results. On‑site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team. This is not intended to be an all‑inclusive, exhaustive list of all essential job functions for this position. PetSmart retains the right to change or assign other required job duties to this position. About The Culture At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share. These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success. Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us You just may be the ideal candidate for this role, and if not this one, perhaps another position. Our Canada Home Office offers outstanding amenities in a fun and rewarding workplace including: Bring your pup to work We have lots of dogs that come each day as well as fish and aquatic pets that live at our office. On‑site Dog Park Café serving fresh lunch options In-building day care facility option Volunteer events with PetSmart Charities We have an active social committee that hosts fun‑filled events including contests, bake‑offs, off‑site events, and volunteer efforts, and they are always trying to out‑do the previous event See what life is like at the Canada Home Office here: Learn more about here: Check out Associate stories and share in some celebrations at PetSmart: Explore PetSmart Benefits here: Referrals increase your chances of interviewing at PetSmart by 2x. Get notified about new Director of Retail Operations jobs in Burlington, Ontario, Canada. 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. Job Details Seniority level: Not Applicable Employment type: Full‑time Job function: Sales and Business Development Industry: Retail #J-18808-Ljbffr