Experience Leader: Elevate Pet Parent Service & Team

PetSmart; Traverse City (MI); On-site; USD 52,000 - 72,000; 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 to lead the pet parent journey, coach teams, and drive store performance. This role partners with leadership to deliver an exceptional customer and pet care experience across in-store and online channels.

The position emphasizes people leadership, operational execution, and adherence to company standards while fostering a culture of service, safety, and teamwork in a fast-paced retail environment.

Qualifications

• 3 - 5 years of retail leadership or experience in a customer-focused environment.
• Full time availability required, flexibility in schedule, able to work 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.

Responsibilities

• Leads the associate and customer experience at all levels and ensures pets in our care are safe and healthy.
• Responsible for the customer experience and outcomes conducted over the telephone, in person or online, and responding to general and escalated customer’s concerns.
• Assists with reservations in hotels, salons, and training.
• Oversees the customer experience across PetSmart services (salon, training, hotel and day camp), live pet sales and adoptions.
• Evaluates operations and seeks opportunities to continuously improve experiences and services.
• Accountable to the successful execution & experience of store events and marketing (adoptions, hotel, salon, etc.)
• Maintains store standards and leads a culture of empowerment by ensuring compliance with our policies and procedures (P&Ps) and code of ethics.

Skills

Retail leadership

Customer service

Communication skills

Computer skills

Time management

Job description

PetSmart is seeking an Assistant Store Manager Customer Experience to lead the pet parent journey, coach teams, and drive store performance. This role partners with leadership to deliver an exceptional customer and pet care experience across in-store and online channels.

The position emphasizes people leadership, operational execution, and adherence to company standards while fostering a culture of service, safety, and teamwork in a fast-paced retail environment.