It’s an exciting time in technology, and that buzz is felt throughout PetSmart! We are continuing to grow at a faster pace and we want to continue to provide best-in-class experiences for pets and pet parents.
Our Technology team has 6 different departments: Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain.
Whether it’s online or in our stores, the work that the IT team does is instrumental in PetSmart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.
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.
This role works in our Phoenix Home Office - visa sponsorship is not available for this role
SUMMARY
We are seeking a Platform Owner to lead the strategy and optimization of Customer Care technology platforms. This role will drive the evolution of support tools by leveraging data, automation, and AI-driven solutions (e.g., virtual agents, intelligent routing) to improve customer experience and agent efficiency.
The ideal candidate combines expertise in customer care platforms (ServiceNow, Zendesk, Decagon, etc.) with strong technical and analytical skills. You will partner with business and technology teams to deliver scalable, integrated solutions and continuously enhance platform performance through data-driven insights and innovation.
KEY RESPONSIBILITIES
REQUIREMENTS & EXPERIENCE
Additional Job Considerations:
* 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: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:
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.
There’s one thing that unites everyone who works at PetSmart: we all love pets. Cats, dogs, goldfish, parakeets, hamsters – you name it, we love them. Every day, we bring our passion together to create something amazing: a place for our many best friends to be healthy, happy and to keep those tails wagging!
When you work with us, you’ll discover that we love our people, too. Whether you’re based in a store, distribution center or at our home office, you’ll find yourself inspired and empowered to go further, reach higher and really make the most out of your career with PetSmart.