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.

Hybrid Position:

This position may be considered Hybrid based on PetSmart’s FlexSmart policy and business needs. A Hybrid work arrangement is considered to be a blend of onsite and remote work activity. Associates with a Hybrid work arrangement have a work space at Phoenix Home Office and can be required to come onsite between 1-5 days a week as determined by leadership and based on business needs.

The Process Manager for Digital is responsible for the development and execution of key process improvement initiatives in Store Operations focusing on Digital and OMNI Customer Experience & Process, however, must be flexible to support other initiatives or programs. These initiatives will focus on promoting positive business change into the organization and improve specific functions of Store Operations and the Field, resulting in improved execution. In addition, this position is responsible for field support of key processes within our stores.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Assist teams from all functions of Field Operations, Store Operations, and Services in developing formal processes, metrics, and controls to enhance productivity and execution in our stores.
• Oversee store owned processes to include:
• Creating and improving processes for areas such as Buy Online Pick Up in Store, Ship from Store, Curbside, Inventory Management & Policy and Procedures.
• Review current processes and practices, identify improvement opportunities, manage a strategic timeline to enhance or change current processes, while tracking success of the processes.
• Maintains Policy & Procedure portfolio for all areas pertaining to Digital and OMNI processes. Partners with business for all updates and facilitates the changes to the field and home office. Including, answering all field related questions.
• Owns the entire life cycle of Digital and OMNI processes at the store level. Including, creating new processes, identifying process improvement opportunities, partnering with Supply Chain, Merchandising and Real Estate on store facing initiatives, and answering all field questions related.
• Creates and communicates execution of store processes for key holiday activities and timelines.
• Support in the development of the annual audit and ensure accurate alignment for processes to be audited in stores.
• Leverage reporting/data and top audit exceptions to initiate compliance and identify opportunities for process improvements across the organization.
• Partner with home office, field leaders and IS to create yearly scorecard which measures success as defined by business results on key performance indicators, as well as maintain reporting. Includes answering all field questions related.
• Provides daily support & communication for the field teams, including field leaders and store teams. Able to promptly analyze problems and provide solutions to the field and store teams, as well as home office partners.
• Research, develop and communicate strategic business cases for proposed initiatives.
• Project management for Store Operations from initial concept to final delivery for major and minor initiatives simultaneously in a fast-paced environment.
• Manage multiple projects and priorities with overlapping timelines and project deadlines across multiple businesses.
• Work creatively and analytically in a critical thinking, strategic, problem-solving environment demonstrating teamwork, innovation, and excellence.
• Research best practices in the retail industry for continual operational process improvements and efficiencies.
• Develop and continually maintain strong relationships with key internal business partners to ensure consistent alignment on current and future strategic initiatives.
• Excellent communication skills to collaborate with cross functional partners and deliver on key initiatives.
• Perform all daily tasks and projects with a sense of urgency while maintaining accuracy & efficiency. Must excel in a demanding environment and remain agile & flexible with the changes in retail.

EDUCATION and/or EXPERIENCE:

• Bachelor’s degree in business or equivalent and 5-7 years of experience in process improvement preferred. Previous experience should include multiple years of experience in a high growth retail environment. Digital retail experience preferred.
• Must demonstrate proficiency in Microsoft Office including SharePoint.
• Technical and analytical skills specializing in process improvement.
• Written and oral communication skills and presentation skills required.

CERTIFICATES, LICENSES, REGISTRATIONS:

• None required, although Lean Six Sigma experience preferred.

At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share.  These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success.

Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position.

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

• Pet friendly environment, bring your pets to work!
• On-site Dog Park
• “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
• “Sit & Stay” Café serving fresh breakfast and lunch options
• On-site coffee bar
• “Lil’ Paws” learning center and onsite daycare facility (associate paid)
• Volunteer events with PetSmart Charities
• Learn more about #LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/
• Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/
• Explore PetSmart Benefits here: https://benefits.petsmart.com/
• If you don't already live in the Phoenix area here's a guide to the area:  Welcome to Phoenix Guide

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.