Experience Leader: Lead Teams & Pet Parent Experience

PetSmart, Inc.; Seattle (WA); On-site; USD 58,000 - 78,000; 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 Experience Leader to drive exceptional leadership and service to our pet parents while upholding our mission and values. This role focuses on delivering a best-in-class store experience through culture, teamwork, and operational excellence.

The ELR will oversee people leadership, customer experience, and business management, ensuring safety, stock integrity, and performance goals are met. A strong communicator with 3–5 years in retail leadership is essential.

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.

Responsibilities

• Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
• Facilitates the associate experience and supports associate development including reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, and coaching for growth.
• 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 processes to ensure pets in our care are safe and healthy.
• Coordinates staffing coverage for experience activities in pivotal areas of the store.
• Effectively communicates company information and priorities to associates to ensure alignment and deliver on expectations.
• Delegate and validate completion of daily tasks including engagement videos.
• Recognizes and celebrates associates driving overall associate engagement.
• Leads the associate and pet parent experience at all levels and ensures pets in our care are safe and healthy.
• Responsible for the pet parent experience and outcomes conducted over the telephone, in person or online, and responding to general and escalated pet parent’s concerns.
• Assists with reservations in hotels, salons, and training.
• Oversees the pet parent 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.
• Responsible for conducting monthly Services Walks to validate proper execution of policies and procedures.
• Responsible for taking immediate action when a sick/injured pet is identified in the store; transport to the vet as needed.
• Shared responsibility with store opening and closing procedures to ensure we uphold our brand promise.
• Drives and identifies opportunities to grow the business and hold associates accountable in achieving store P&L expectations such as sales and shrink targets.
• Manages expenses such as labor and supplies and any other relevant store metrics.
• Leverages home office partners and resources to submit and follow up on store related work orders and purchase card allocation.
• Works directly with the services associates on productivity and scheduling to grow the business and achieve company goals.

Skills

Retail leadership

Customer service

Computer skills

Communication skills

Stress management

Job description

PetSmart is seeking an Experience Leader to drive exceptional leadership and service to our pet parents while upholding our mission and values. This role focuses on delivering a best-in-class store experience through culture, teamwork, and operational excellence.

The ELR will oversee people leadership, customer experience, and business management, ensuring safety, stock integrity, and performance goals are met. A strong communicator with 3–5 years in retail leadership is essential.