About Life at PetSmart

At PetSmart, Anything for Pets begins with our people. Every associate plays a crucial role in creating memorable experiences for pets and their families. We empower our teams with the resources, tools, and opportunities needed for professional growth and personal success. This position is currently open, and we are actively seeking candidates to join our team.

Benefits That Benefit You
- Paid weekly
- Health and wellness benefits
- 401k plan with company match
- Paid time off for full-time associates
- Associate discounts
- Tuition assistance
- Career pathing
- Development opportunities

Job Summary

The Experience Lead (Retail Customer Service Supervisor) ensures every pet parent receives exceptional service in line with company vision, mission, values, and strategy. This role is responsible for executing pet parent experience strategies through loyalty, promotions, and proactive in-store engagement to achieve targeted results. Additional responsibilities include supporting safety, cleanliness, merchandising, and associate engagement in the store.

Essential Responsibilities

People Leadership:
- Facilitate the associate experience, supporting development with training, onboarding, mentoring, and coaching, as well as contributing to performance reviews, disciplinary actions, and promotions
- Validate completion of operational messages and engagement video compliance
- Support various Services businesses in the absence of the Experience Leader
- Delegate and verify daily task completion
- Lead and direct associates while serving as Leader on Duty
- Address and resolve associate complaints and grievances
- Recognize and celebrate associates, helping drive overall engagement

Brand Integrity and Store Experience:
- Ensure pet parent experience and outcomes, whether by phone, in person, or online, and respond to concerns
- Promote and coordinate store events and marketing for adoptions, vet partners, and shot clinics
- Responsible for live pet sales and pet adoptions
- Assist with monthly cycle counts and address discrepancies
- Recommend, inform, and sell merchandise and services, promoting pet parent-facing initiatives
- Prepare online orders for pick-up in store, ensuring a positive and efficient experience
- Operate POS systems and handle cash transactions when needed, ensuring compliance with policies
- Maintain store standards and promote a culture of empowerment through compliance with policies and the company code of ethics
- Ensure a safe environment for associates, pets, and pet parents
- Take immediate action and report when a sick or injured pet is identified; arrange veterinary transport as needed
- Keep sales floor, pet training areas, adoption center, breakroom, and restrooms clean and organized
- Share responsibility for store opening and closing procedures to uphold the brand promise
- Assist and work in other departments as necessary; other duties may be assigned
- Follow all company policies and procedures

Qualifications
- Two or more years of retail experience in a customer-focused environment
- Leadership experience preferred
- Full-time availability and schedule flexibility, including evenings, weekends, and holidays as needed
- Proficiency in computer applications
- Strong written and verbal communication skills
- Ability to remain calm under pressure and maintain composure
- Excellent organizational skills and strong attention to detail

Supervisory Responsibility
- No direct reports, but expected to guide and support the development of associates
- Provide feedback on associate performance to supervisor
- Act as the Leader when other supervisors are not present, including supervising and assigning tasks

Physical Demands and Work Environment
- Must be able to stand, walk, climb ladders, use hands for handling, writing, and other duties
- Frequently required to reach, stoop, kneel, crouch, talk, and hear; must have depth perception
- Must regularly lift and/or move up to 50 pounds and occasionally assist team lifting over 100 pounds
- May occasionally be exposed to moving mechanical parts, wet environments, pet hair, and various noise levels
- Regular interaction and handling of live animals

Do What You Love

Join us for the opportunity to make a difference every day - helping a customer choose their first fish, celebrating a pet's birthday, or making a pet parent's day with outstanding service. At PetSmart, we celebrate diversity and the unique perspectives of every one of our 50,000 associates, all united by our passion for pets.

We’re excited for you to join our family and support our commitment to doing Anything for Pets and the people who love them. Apply now - we look forward to learning your story!

PetSmart is an Equal Opportunity Employer

PetSmart provides equal opportunities to all associates and applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. We offer reasonable accommodations to applicants with disabilities upon request and as required by law.