Operations Process Manager, Digital

PetSmart Store Support Group, Inc.; Phoenix (AZ); Hybrid; USD 90,000 - 130,000; Full time

Job summary

PetSmart Store Support Group, Inc. is seeking a Senior Operations Analyst to design, develop, and improve store operational processes across Store Operations in our Phoenix Home Office.

This role partners with Field Leadership and other business functions to scale processes and drive sustainable change that improves associate experience and business performance. Based in Phoenix with a hybrid schedule, this position requires collaboration, strong analytical skills, and the ability to lead

Qualifications

• Bachelor's degree in Business, Operations, or related field.
• 3+ years of experience in retail operations, process improvement, or related disciplines.
• Experience evaluating operational processes and implementing scalable business solutions.
• Experience leading cross-functional initiatives with organizational impact.
• Experience using data and metrics to measure operational performance.

Responsibilities

• Own and continuously improve store operational processes across assigned areas of Store Operations.
• Evaluate current processes to identify opportunities for simplification, standardization, and productivity.
• Design and implement scalable processes, standards, and controls.
• Lead mid-to-large cross-functional improvement initiatives from discovery to implementation.
• Utilize Lean Six Sigma to identify root causes and drive improvements.
• Develop and maintain operational policies and procedures with stakeholders.
• Establish success measures and analyze performance to identify opportunities.
• Serve as SME for assigned processes and partner with Field Leadership and cross-functional teams.
• Build partnerships with Field Leadership to align on priorities and changes.
• Collaborate with Learning & Development to support change readiness and adoption.

Skills

Process improvement

Lean Six Sigma

Project management

Analytical thinking

Communication skills

Cross-functional collaboration

Excel proficiency

Change management

Education

Bachelor's degree in Business/Operations or related field

Tools

Excel

PowerPoint

Word

Job description

About the Team

There are a lot of activities that happen in our stores so we have a strong cross-functional team focused on doing Anything for Pets by supporting the store teams through effective communications, processes and initiatives. The Store Strategy & Operations department leads the way to support all store activities and define business-driving strategies. The Workforce, Insights & Planning team owns labor optimization and reporting needs. The Operations & Innovation team owns merchandise execution, process improvement, compliance, store technology and innovation. And the Strategy team leads all the business-driving efforts for Salon, PetsHotel, Pet Training and In-store customer experience. These teams work diligently to ensure our associates, pets and pet parents are supported, while operating efficiently to drive the business.

About the Location

Collaborative Work Environment: At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix 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

This role works in our Phoenix Home Office - visa sponsorship is not available for this role.

This position is responsible for the design, development, execution, and continuous improvement of store operational processes across assigned areas of Store Operations. This role evaluates existing processes and operational practices to identify opportunities for simplification, standardization, increased productivity, and improved execution.

The position serves as a subject matter expert for assigned operational areas and partners across Store Operations, Field Leadership, and other business functions to develop scalable processes, lead cross-functional improvement initiatives, and support sustainable operational change that improves associate experience and business performance.

Essential Duties & Responsibilities

• Own and continuously improve store operational processes across assigned areas of Store Operations.
• Evaluate current processes and operational practices to identify opportunities for simplification, standardization, waste elimination, and improved productivity and execution.
• Design and implement scalable operational processes, procedures, standards, and controls aligned with business needs and enterprise priorities.
• Lead medium to large cross-functional process improvement initiatives, including discovery, design, implementation, measurement, and continuous improvement.
• Utilize continuous improvement methodologies, including Lean and Six Sigma as appropriate, to assess operational challenges, identify root causes, and drive measurable business improvements.
• Develop, maintain, and support operational policies and procedures across assigned areas in partnership with business and compliance stakeholders.
• Establish success measures, analyze operational performance, and leverage data and field feedback to identify improvement opportunities and evaluate process effectiveness.
• Serve as a subject matter expert for assigned operational processes, providing guidance and support to Field Leadership, store teams, and cross-functional business partners.
• Develop and maintain strong partnerships with Field Leadership and cross-functional business partners to ensure alignment on operational priorities, initiatives, and process changes.
• Partner with Learning & Development and business stakeholders to support change readiness, training, communication, and adoption of new or changed operational processes.

Supervisory Responsibilities

• Individual contributor with responsibility for leading assigned operational processes and process improvement initiatives through cross-functional influence and partnership.
• May lead cross-functional workgroups, process improvement initiatives, or pilots without direct supervisory responsibility.

Education & Experience

• Bachelor's degree from a four-year college or university in Business, Operations, or related field preferred.
• 3+ years of experience in retail operations, process improvement, continuous improvement, project management, or related disciplines preferred.
• Experience evaluating operational processes, identifying improvement opportunities, and implementing scalable business solutions preferred.
• Experience leading cross-functional initiatives with organizational impact preferred.
• Experience utilizing data, metrics, and business insights to measure operational performance and inform recommendations preferred.
• Retail or multi-unit operational experience preferred.

Knowledge, Skills & Abilities

• Strong business acumen and operational understanding.
• Strong understanding of process improvement, continuous improvement, workflow optimization, and operational standardization.
• Strong analytical and problem-solving skills with the ability to identify root causes and translate insights into actionable recommendations.
• Excellent communication, facilitation, and relationship-building skills.
• High ethical standards and the ability to handle sensitive information with confidentiality.
• Ability to influence cross-functional partners and build strong business relationships.
• Strong project management, prioritization, and organizational skills with the ability to manage multiple initiatives simultaneously.
• Ability to balance improvement opportunities with practical store operational realities.
• Proficiency in Microsoft Office applications including Excel, PowerPoint, and Word.
• Lean Six Sigma, continuous improvement, project management, or related certifications preferred.

TRAVEL REQUIREMENTS

• Estimate 5–25%. Occasional travel to stores, field meetings, vendor meetings and company events may be required based on business needs.

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

Our associates are the heart of Team PetSmart. Together, we’re building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams and challenge each other to be the best they can be.

Our home office offers outstanding amenities in a fun and rewarding workplace including:

• Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
• On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
• “Top Dog” gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
• “Sit & Stay” Café serving fresh breakfast and lunch options, snacks, & more
• Lil Paws NAEYC-accredited onsite childcare facility providing high-quality early education
• Paid Volunteer Opportunities to spend time doing good for causes close to heart
• Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.