Manager, PPAC Customer Care & Operations

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.

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.

The Manager, PPAC Operations & Customer Care is responsible for leading and evolving the customer care experience across PetSmart’s service offerings, including Grooming, Training, PetsHotel, and other in-store and digital services. This role oversees 15+ frontline associates, manages complex customer escalations, and partners cross-functionally to ensure consistent, high-quality resolution of customer issues while protecting the PetSmart brand.

The manager is also responsible for leading the admin support team of 1 supervisor and 15+ associates responsible for back-of-house support.

The Manager plays a critical role in driving customer satisfaction, operational excellence, and continuous improvement across service and corporate-related customer interactions.

Key Responsibilities

Customer Care Leadership

• Lead, coach, and develop Customer Care Associates supporting PetSmart Services and corporate escalations.
• Set clear performance expectations aligned to customer satisfaction, quality, and efficiency metrics.
• Foster a customer-first culture with strong accountability and engagement.

Admin Support Leadership

• Lead, coach, and develop Admin Support Associates supporting vet diet authorizations, vaccine processing, and ratings & review responses
• Set clear performance expectations aligned to accuracy and efficiency in processing workload
• Provide recommendations into how improve current manual processes

Escalations Management

• Own and resolve high-impact and sensitive customer escalations, including executive, legal, social media, and repeat-issue cases.
• Serve as the primary point of contact for complex service-related complaints requiring cross-functional collaboration.
• Identify root causes of escalations and implement corrective actions to reduce repeat issues.
• Establish and maintain escalation protocols and decision frameworks.

Corporate Customer Care Operations

• Oversee corporate-level customer care processes for service inquiries, general complaints, and recovery.
• Ensure consistent application of policies, service standards, and resolution guidelines.
• Partner with Operations, Field Leadership, Legal, Risk, Marketing, and Digital teams to align customer care practices.
• Support service pilots, rollouts, and policy changes with customer care readiness and training.

Performance & Continuous Improvement

• Monitor and analyze key performance indicators (CSAT, NPS, FCR, AHT, escalation rates, repeat contacts).
• Drive process improvements based on customer feedback, call/chat data, and trend analysis.
• Recommend and implement enhancements to tools, workflows, and training.
• Contribute to budgeting, workforce planning, and capacity forecasting.

Customer Advocacy & Brand Protection

• Act as a voice of the customer for PetSmart Services, surfacing insights and improvement opportunities.
• Ensure fair, empathetic, and brand-aligned customer resolutions.
• Support enterprise initiatives related to customer experience, loyalty, and retention.

Qualifications

Required

• Bachelor’s degree or equivalent experience.
• 5+ years of customer care, contact center, or service operations experience.
• 2+ years of people leadership experience.
• Demonstrated experience managing customer escalations at a corporate or enterprise level.
• Strong knowledge of customer experience metrics and performance management.
• Excellent communication, judgment, and problem-solving skills.

Preferred

• Experience in retail, services, hospitality, or multi-channel customer care environments.
• Familiarity with CRM and case management platforms (e.g., ServiceNow).
• Experience partnering with field operations and corporate stakeholders.
• Change management or process improvement experience.

Core Competencies

• Customer-centric leadership
• Escalation resolution and decision-making
• Cross-functional collaboration
• Data-driven analysis
• Coaching and talent development
• Conflict resolution and negotiation

• 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.

At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed. 

We’re more than a workplace, we’re Team PetSmart. Together, we grow, collaborate, and challenge ourselves to be the best in all we do. Our culture is built on belonging and shared purpose, where every voice and experience matters. Guided by our values, we strive to do what’s right, lead responsibly, and bring our passion for pets to life every day. 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 might be the right fit for this role or another opportunity across Team PetSmart.

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.