Retail Operations Manager

PetSmart; Eugene (OR); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid weekly

Health benefits: medical, dental, vision

401k

Tuition assistance

Paid time off

Career pathing

Development opportunities

Career pathing

Development opportunities

Job summary

A leading pet specialty retailer in Eugene, Oregon is seeking a Retail Operations Manager to drive operational excellence and oversee retail staff. This role involves ensuring pet care standards, managing inventory, and supporting associate development. The ideal candidate has significant retail leadership experience and excellent communication skills. A full-time commitment with a flexible schedule is required.

Qualifications

• 3+ years of retail leadership or experience in a customer-focused environment.
• Full-time availability required with flexibility in schedule.
• Proficiency in computer applications and strong communication skills.

Responsibilities

• Drive operational excellence in stores while upholding the company’s vision.
• Participate in employment decisions such as recruiting and coaching.
• Oversee healthcare of store-owned pets and maintain store standards.
• Ensures store safety, cleanliness, and adherence to Policies & Procedures.
• Leads and coaches associates to meet business and pet parent needs; communicates priorities to staff.

Skills

Retail leadership

Customer-focused environment

Strong communication skills

Organizational skills

Ability to work under pressure

Tools

Computer applications

Job description

Retail Operations Manager

PetSmart does Anything for Pets and Everything for You - JOIN OUR TEAM!

About Life At PetSmart

At PetSmart, we’re more than just a company obsessed with pets; we’re obsessed with our people too. Our values are rooted in unconditional love—a lesson we learn from our pets—and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for our furry, scaled, and feathery friends while enjoying a work experience that celebrates them as their authentic selves.

Benefits That Benefit You

• Paid weekly
• Full time hours
• Health benefits: medical, dental, vision
• 401k
• Tuition assistance
• Associate discounts and perks
• Paid time off for full‑time associates
• Career pathing
• Development opportunities

Job Summary

PetSmart’s Process Leader (Retail Operations Manager) has shared responsibility to drive operational excellence in our stores while upholding the company’s vision, mission, values, and strategy. This role is accountable for merchandising and inventory management, pet care operations, opening and/or closing the store, leading associates, financial outcomes and maintaining a safe and organized environment.

Essential Responsibilities

People Leadership

• Participates in employment decisions such as recruiting, interviewing, and coaching.
• Facilitates the associate experience and supports associate development; including training across the store, onboarding, associate reviews, labor management, mentoring, succession planning, and coaching for accountability.
• Addresses and administers associate complaints and grievances.
• Prioritizes, delegates, and validates daily tasks for associates to meet business and pet parent needs.
• Leads and coaches associates on proper operational processes to ensure pets in our care are safe and healthy.
• Coordinates staffing coverage for process activities in pivotal areas of the store (pet care maintenance, hotel cleaning, salon cleaning, etc.).
• Validates completion of assigned operational messages and engagement video compliance.
• Effectively communicates company information and priorities to associates to ensure alignment and deliver on expectations.
• Recognizes and celebrates associates driving overall associate engagement.

Overall Store Experience

• Accountable for and provides oversight for the healthcare of store owned pets, including pet care maintenance, receiving new store owned pets, commitment standards (feeding, watering, and cleaning) for all pet habitats, and care for sick store‑owned pets.
• Oversees and validates proper execution of inventory management and pricing processes, including inventory accuracy, receiving, stocking/re‑stocking, inventory counts, product rotations and planogram sets.
• Evaluates operations and seeks opportunities to continuously improve experiences and services.
• Maintains vendor relationships, backroom standards, and communication boards.
• Oversees the Buy Online and Pick Up In Store and Ship From Store programs.
• Identifies and reacts to sales trends through analysis and merchandising activities.
• Responsible for making sound merchandising decisions with respect to discretionary space and discontinued merchandise.
• Maintains store standards (compliance and cleanliness) and leads a culture of empowerment by ensuring compliance to Policies & Procedures (P&Ps) and Code of Ethics.
• Ensures a safe environment for associates, pets, and pet parents.
• Responsible for taking immediate action and reporting when a sick/injured pet is identified in store.
• Shares responsibility with store opening and closing procedures to uphold our brand promise and respond to general and escalated pet parent concerns.

Expense Management

• Drives opportunities to grow the business and holds associates accountable in achieving store P&L expectations such as sales and shrink targets.
• Analyzes inventory management reporting to identify trends, opportunities, and root causes.
• Manages expenses such as labor and supplies, and other relevant store metrics.
• Leverages Home Office partners and resources to submit and follow up on store related work orders and purchase card allocation.

Qualifications

• 3+ 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, particularly in maintaining a visually appealing store layout.

Supervisory Responsibility

• Typically oversees up to three (3) lead associates and up to forty (40) non‑leader associates. Carries out supervisory responsibilities in accordance with PetSmart’s policies and procedures.
• Responsible for employment decisions and associate development.

Physical Demands and Work Environment

• Associate is required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. Must frequently reach with hands and arms: stoop, kneel, crouch, talk and hear. Specific vision abilities required include depth perception.
• Associate must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds.
• While performing the duties of this job, the associate is occasionally exposed to moving mechanical parts, a wet environment with an abundance of pet hair, and to moderate noise levels. Exposure to live animals and their handling is common.

Do What You Love

Join us for a chance to make a meaningful impact every day. Whether it’s helping a customer choose their first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom—you’ll create moments that matter. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.

We’re delighted you’re interested in joining our pack and helping us in our commitment to doing Anything for Pets, and the people who love them. We’re excited to hear your story and learn more about you! Apply Now!

This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided with a copy of a job description for the actual position you are hired into. Exact rate of pay will be based on relevant experience level, training, skills or knowledge and store location. In no instance will PetSmart pay less than the local minimum wage. This position is also eligible for benefits as described at https://benefits.petsmart.com/us/.

PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national or ethnic origin, disability, as well as any other characteristic protected by federal, provincial, or local law.

Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law).

For applicants in our Waterloo, San Francisco, or Los Angeles locations: Pursuant to the Waterloo and San Francisco Fair Chance Ordinance, as well as the Los Angeles Fair Chance Initiative for Hiring, we will consider for employment, qualified applicants with arrest and conviction records in a manner consistent with the law.