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Operations Manager, Digital
PetSmart, Inc.     Phoenix, AZ 85067

About the Team

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 IT team has 4 different departments: Information Security, IT Service Delivery, Business Enabling Systems, and IT Commerce & Customer Engagement.

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 Job


PetSmart is accelerating its Digital transformation journey and is looking for an Operations leader who can grow our team, mature our processes, and ensure the availability of the experiences we deliver to our customers are highly available and performant. PetSmart is at a key inflection point in our eCommerce and Omnichannel maturity and we’re looking for a leader who is excited by the opportunity to develop and enact a mature Operations practice within our organization.

In this role, you will be responsible for maturing a nascent Operations capability though overseeing our current managed service provider and by building an in-house team to continue to improve our overall Operational stability. This team will be responsible for application and performance monitoring, incident and problem management, continuous improvement, and ensuring resolution of issues for all facets of our customer-facing Digital Properties (PetSmart.com, our Services Booking website, mobile app, etc.). You will also partner closely with Operations teams responsible for other Enterprise technology capabilities. An ideal candidate will have experience managing eCommerce related systems (platform, payments, order management, etc.) in a high-volume environment, understand the importance of automation and monitoring, grow DevOps practices, and be excited about preventing and fixing issues to maintain a superb customer experience.


+ Establish an Operations capability that both addresses incidents quickly as they arise and prevents issues at the forefront through building for resilience

+ Manage vendor relationship to mature Operations practice and enact plans to bring it in-house

+ Automation of incidents to decrease mean time to resolution (MTTR)

+ Partner with Digital Product and Engineering teams to highlight leading causes of problems and to proactively build monitoring to ensure we’re staying ahead of upcoming releases

+ Collaborate with Enterprise Operations teams to understand depencies between systems, establish root cause for problems, and hold to SLA commitments

+ Identify and manage key systems metrics used to advise technical direction

+ Oversee incident and problem management process to optimize our SLAs

+ Develop a high-performing team by attracting and retaining a talented, diverse, high performing team of operations analysts and engineers

+ Ensure vendors provide appropriate talent and hold to SLA commitments

+ Provide ongoing system enhancements

+ Provide effective customer service

+ Engage in improving IT processes and communication


+ Minimum 5+ years of application development, integration or support experience in eCommerce Systems

+ Minimum 2+ years supervisory or management experience supporting eCommerce applications

+ Familiarity with eCommerce platforms/tech stacks, Salesforce Commerce Cloud preferred

+ Demonstrated ability to coordinate the work of others

+ Proven skills at problem-solving and conflict resolution

+ Demonstrated capability to organize and plan work

+ Ability to achieve results through effective guidance of others

+ Ability to lead systems configuration and/or development efforts

+ Able to understand business concepts and translate business needs into high level system requirements and plans

+ Demonstrated budget and change management skills

+ Project planning and presentation skills

+ Excellent communication skills

+ Able to present highly complex ideas in a clear manner

About the Culture

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

+ Pet friendly environment, bring your pets to work!

+ A work-life balance and family events such as movie nights, art events and holiday festivals

+ “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers

+ “Sit & Stay” Café serving fresh breakfast and lunch options

+ Starbucks cart—productivity at its finest!

+ “Lil’ Paws” learning center and onsite daycare facility

+ Volunteer events with PetSmart Charities

+ Learn more about #Life A tPetSmart 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/

+ Learn more about #LifeAtPetSmart in the IT space from our team members: https://www.blog.lifeatpetsmart.com/it

This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided a copy of a job description for the actual position you are hired in to.
PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national or ethnic origin, disabilty, as well as any other characteristic protected by federal, provincal or local law.
Applicants must be over the age of 18.
The employer will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.

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Job Details

Employment Type

Full Time