Pet Services Experience Lead

PetSmart; West Mifflin (Allegheny County); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health & Wellness Benefits

401k Plan with company match

Paid Time off for full-time associates

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Paid Weekly

Job summary

PetSmart’s Experience Lead (Retail Customer Service Lead) plays a key role in delivering outstanding pet-parent service while upholding our mission and values. This position supports loyalty initiatives, drives customer engagement, and ensures store cleanliness, safety, and merchandising standards.

The role includes supervising associates during shifts, coaching, and facilitating smooth daily operations with a focus on pet adoptions, live sales, and events.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• 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

• Facilitates the associate experience and supports associate development.
• Delegates and validates daily tasks.
• Leads when acting as Leader on Duty and addresses concerns.
• Promotes store events and marketing for adoptions and partnerships.
• Manages live pet sales and adoptions.
• Prepares online orders for pick-up and ensures a smooth pickup experience.
• Backs up POS operations and cash handling.
• Maintains store standards and compliance with policies.
• Assists and works in other departments as required.

Skills

Retail experience

Leadership experience

Full-time availability

Computer proficiency

Written & verbal communication

Under pressure adaptability

Organizational skills

Tools

POS systems

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) plays a key role in delivering outstanding pet-parent service while upholding our mission and values. This position supports loyalty initiatives, drives customer engagement, and ensures store cleanliness, safety, and merchandising standards.

The role includes supervising associates during shifts, coaching, and facilitating smooth daily operations with a focus on pet adoptions, live sales, and events.