Workforce Management Field Enablement Manager

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

Benefits offered by this job

Pet-friendly environment

On-site gym

Adoption events

On-site childcare

Job summary

PetSmart is seeking a Workforce Management Field Enablement Manager based at the Phoenix Home Office point with travel to stores to improve labor-management performance. You will translate field observations into scalable training and resources, partnering with Labor Systems to guide system development and address inquiries related to productive labor and payroll.

Required are 3–5 years in retail and WFM operations, plus strong communication, analytics, and instructional-design skills.

Qualifications

• Must have advanced communication skills across the organization and leadership levels.
• Strong knowledge of workforce management systems (UKG preferred).
• Proficiency in Microsoft Office Suite (Excel, PowerPoint) and analytics tools.

Responsibilities

• Visit and work with stores and markets to observe labor-management practices and identify gaps.
• Analyze findings and recommend training, processes, or leadership responses.
• Collaborate with leaders to improve labor execution across Core, Salon, Hotel, and Training.
• Develop and deliver labor-system training materials and resources for field leadership.
• Evaluate training effectiveness using feedback and performance trends.

Skills

Advanced communication

UKG workforce management

MS Office

Microsoft Excel

PowerPoint

MicroStrategy

Instructional design

Analytical thinking

Education

Bachelor's degree

3+ years retail/WFM experience

Tools

UKG

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

The Workforce Management Field Enablement Manager is responsible for identifying and addressing labor-management performance opportunities by regularly visiting and working directly with outlier and high-performing stores and markets. The role uses firsthand observations to distinguish broader, systemic gaps from store-specific issues, identify scalable best practices, and translate these insights into training, education, and resources for store and field leadership. In partnership with the Labor Systems team, this position applies field learnings to inform future system development priorities and serves as the initial point of contact for store and field inquiries related to productive labor and payroll.

Essential Duties & Responsibilities

• Regularly visits and works directly with outlier and high-performing stores and markets to observe labor-management practices, identify performance and training gaps, and uncover successful approaches that can be scaled across the chain.
• Analyzes store and market findings to distinguish broader, systemic opportunities from store-specific issues and recommends the appropriate training, process, system, or leadership response.
• Partners closely with Store, District, and Regional Leaders to improve labor execution, address operational opportunities, and support consistent labor-management practices across Core, Salon, Hotel, and Training.
• Designs, develops, and facilitates labor-system training, educational programs, online learning modules, job aids, and other resources that translate field insights into practical guidance for store and field leadership.
• Evaluates the effectiveness and adoption of labor training and resources, using field feedback and performance trends to continuously improve enablement strategies and materials.
• Serves as the initial point of contact for store, field, and Phoenix Home Office inquiries related to productive labor and payroll. Manages inquiries received through the Labor Management email inbox, ServiceNow, phone calls, and Solution Center tickets while ensuring service-level expectations are met.
• Evaluates inquiries, identifies recurring trends, conducts research, and provides timely and accurate guidance and issue resolution. Assesses and routes technical or specialized inquiries to the appropriate partners when needed.
• Partners with the Labor Systems team to translate store-level observations, field feedback, and recurring support trends into prioritized opportunities for future workforce-management system enhancements and development.
• Provides field-informed insights regarding UKG and Services labor models to improve labor-management practices, system adoption, and schedule effectiveness.
• Develops and distributes clear, timely communications regarding workforce-management system enhancements, labor policies and procedures, process changes, and related labor-management topics.
• Supports UKG schedule configuration, system maintenance, testing, and implementation activities to improve system effectiveness and alignment with store and field needs.

Supervisory Responsibilities

• None required.

Education & Experience

• Bachelor's degree from a four-year college or university or 3+ years related experience or an equivalent combination of education and experience.
• 3 to 5 years’ experience working in retail store operations, WFM operations combined with prior training and/or leadership roles.

Knowledge, Skills & Abilities

• Must have advanced communication skills (verbal and non-verbal), including the ability to communicate effectively within and across the organization and to all levels of leadership.
• Must demonstrate strong knowledge in utilizing a workforce management system (UKG preferred).
• Must be proficient in using the Microsoft Office Suite (including intermediate Excel and PowerPoint skills), MicroStrategy, instructional design platforms
• Must have strong organizational and analytical thinking skills.

TRAVEL REQUIREMENTS

• Estimate 15-30% travel to stores, field meetings, and home office

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.