Experience Leader: Elevate Customer Experience and Team

PetSmart, Inc.; Westfield (MA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

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

Job summary

PetSmart is seeking an Assistant Store Manager Customer Experience in Westfield, MA to lead the pet parent journey and store performance. You will drive service culture, oversee operations, and partner with leaders to deliver exceptional results across sales, safety, and experience.

You will manage teams, support recruitment and coaching, and ensure high standards of customer care and store execution, while upholding PetSmart values and policies.

Qualifications

• 3–5 years of retail leadership or equivalent customer-focused experience.
• Full-time availability; able to work evenings, weekends, and holidays.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to react under pressure and stay composed.

Responsibilities

• Recruiting, interviewing, hiring, coaching, and termination decisions.
• Support associate development through reviews, recognition, training, and mentoring.
• Delegate daily tasks to meet business and pet parent needs.
• Lead and coach teams to keep pets safe and healthy.
• Oversee the pet parent experience across services and events.
• Ensure store policies and ethics are followed.

Skills

Retail leadership

Customer focus

Communication

Computer literacy

Tools

POS systems

Job description

PetSmart is seeking an Assistant Store Manager Customer Experience in Westfield, MA to lead the pet parent journey and store performance. You will drive service culture, oversee operations, and partner with leaders to deliver exceptional results across sales, safety, and experience.

You will manage teams, support recruitment and coaching, and ensure high standards of customer care and store execution, while upholding PetSmart values and policies.