VP, Services & Growth Strategy

PetSmart; Phoenix (AZ); Hybrid; USD 190,000 - 280,000; Full time

Benefits offered by this job

Pet-friendly environment

On-site dog park

Top Dog gym

Lil Paws onsite childcare

Paid volunteer opportunities

Print Center and Business Services

Job summary

PetSmart is seeking a Vice President, Services to lead an integrated services operating model across Salon, Hotels, Training, and related offerings. The role is based at the Phoenix Home Office with a four‑day‑in‑the‑office expectation and a flexible remote day, part of a collaborative hybrid approach.

You will drive revenue growth, margin expansion, operational consistency, and customer loyalty by aligning service portfolios with workforce capacity and enterprise partners, while building a

Qualifications

• Bachelor’s degree in Business, Operations, Hospitality, Retail Management, or related field preferred.
• 12–15+ years of progressive leadership experience leading large-scale, labor-driven, customer-facing businesses.
• Proven P&L leadership experience with demonstrated ability to grow revenue and expand margin.
• Experience leading cross-functional teams and enterprise initiatives within a matrixed environment required.
• Retail, hospitality, services, or franchise experience strongly preferred.

Responsibilities

• Own overall business performance across Services, including revenue growth, margin expansion, utilization, customer growth, operational effectiveness, and customer retention.
• Lead an integrated operating model that aligns service offerings, workforce capacity, operational execution, customer experience, and enterprise partnership into a connected business ecosystem.
• Establish annual and quarterly operating priorities that balance growth, profitability, customer experience, workforce sustainability, operational readiness, and execution simplicity.
• Ensure services are delivered safely, consistently, productively, and with high-quality customer experience across the store fleet.
• Lead labor productivity, throughput, utilization, scheduling effectiveness, demand fulfillment, and operational performance improvements across service lines.
• Partner cross-functionally with Marketing, CRM, Loyalty, and Digital teams to support customer acquisition, activation, rebooking, retention, cross-service adoption, and customer lifetime value initiatives.
• Align customer demand generation with workforce capacity, operational readiness, and field execution realities to support scalable growth and customer satisfaction.
• Oversee the evolution of the services portfolio to ensure offerings remain differentiated, operationally scalable, customer-relevant, and financially attractive.
• Partner with Finance and cross-functional leaders to support pricing architecture, margin optimization, service bundles, premium mix, and innovation opportunities that strengthen customer engagement, loyalty, and visit frequency growth.
• Provide business leadership and prioritization for PRISM enhancements and services-related digital capabilities supporting customer experience, operational execution, and business performance.
• Partner with Operations, Technology, and Digital teams to ensure Services requirements are effectively represented within enterprise systems, analytics, tooling, and operational enablement priorities.
• Ensure customer friction points, quality issues, and retention gaps are identified, prioritized, and addressed through cross-functional partnership and operational action.
• Partner with Merchandising, Veterinary Health Services, and related teams to support cross-shop opportunities, integrated customer experiences, and retail-to-services growth initiatives.
• Build effective cross-functional partnerships grounded in trust, collaboration, transparency, inclusion, and shared accountability for customer, associate, and business outcomes.
• Lead, coach, and develop a high-performing leadership team while building organizational capability, succession depth, and future enterprise leadership talent.
• Foster a culture focused on operational excellence, accountability, customer focus, associate development, inclusion, and continuous improvement.

Education

Bachelor’s degree in Business, Operations, Hospitality, Retail Management, or related field

Job description

PetSmart is seeking a Vice President, Services to lead an integrated services operating model across Salon, Hotels, Training, and related offerings. The role is based at the Phoenix Home Office with a four‑day‑in‑the‑office expectation and a flexible remote day, part of a collaborative hybrid approach.

You will drive revenue growth, margin expansion, operational consistency, and customer loyalty by aligning service portfolios with workforce capacity and enterprise partners, while building a