Community Manager

About the Team

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.

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.

About the Job

The Customer Experience Manager owns operational initiatives, customer experience programs, and enterprise store support for PetSmart’s customer experience strategy, Voice of the Customer (VoC) program, customer service model, and customer loyalty enablement. This individual contributor partners across Store Operations, Field Leadership, Marketing, Loyalty, Merchandising, Services, Digital, and enterprise teams to translate customer experience strategies into clear, executable operational processes. The role leverages customer insights, satisfaction trends, associate feedback, and business performance data to improve the customer and associate experience, strengthen loyalty, increase conversion and attachment, and drive long-term sales growth while reducing operational complexity for stores.

Essential Duties & Responsibilities

• Lead operational execution, store readiness, and execution enablement for the enterprise customer experience program, including the customer service model, Voice of the Customer (VoC), and related customer experience initiatives.
• Serve as the primary operational owner for the Medallia platform, vendor relationship, and Voice of the Customer program, driving platform governance, business adoption, reporting enhancements, and continuous program evolution.
• Own cross-functional partnerships supporting the customer experience roadmap, ensuring alignment between customer experience strategy, enterprise priorities, customer insights, and operational execution.
• Translate customer experience strategies and complex cross-functional initiatives into clear, practical, and executable store processes while maintaining alignment with enterprise objectives.
• Support alignment between Operations and Strategy through the commercial calendar for customer experience activities, ensuring stores receive coordinated, timely, and actionable direction.
• Develop and implement customer experience initiatives that improve customer satisfaction, strengthen loyalty, increase conversion and attachment, and drive long-term sales growth.
• Collect, analyze, and interpret customer feedback, satisfaction trends, associate insights, operational metrics, and business performance to identify opportunities, uncover root causes, and recommend data-driven improvements that enhance customer, associate, and business outcomes.
• Own customer experience reporting, executive insights, program measurement, and field outlier follow-up, using customer and operational data to identify trends, recommend actions, and continuously improving program performance.
• Partner with Field Leadership and Store Operations to gather feedback, validate execution requirements, communicate program updates, and ensure customer experience initiatives are designed in the best interest of stores, associates, customers, and the brand.
• Develop and maintain operational playbooks, communications, training resources, tools, and documentation that support consistent execution, store readiness, and continuous learning.
• Identify opportunities to simplify customer experience operations by reducing operational complexity, resolving execution gaps, improving processes, and recommending continuous improvements that increase store efficiency and execution consistency.
• Support the design, testing, implementation, measurement, and continuous improvement of customer experience pilots, loyalty initiatives, technologies, operational enhancements, and future customer experience capabilities.
• Partner with Business Insights, Finance, Loyalty, and Digital teams to evaluate customer experience performance, measure business impact, and identify opportunities that improve customer satisfaction, operational execution, and financial outcomes.
• Support additional community and event enterprise initiatives as business priorities evolve, ensuring alignment across Store Experience and Community programs.

Education & Experience

• Bachelor's degree from a four-year college or university in business administration, customer experience, marketing, retail management, operations, or a related field is preferred.
• 3+ years of experience in customer experience, retail operations, customer insights, Voice of the Customer, loyalty, project management, or a related field is preferred.
• Experience managing cross-functional initiatives and vendor relationships is required.
• Experience with Medallia or a similar customer experience platform required.
• Equivalent combination of education and experience is required.
• 10-15% travel to stores, field meetings, vendor meetings, and company events may be required based on business needs.

Knowledge, Skills & Abilities

• Strong knowledge of retail store operations and the ability to evaluate customer experience initiatives through a store execution, associate, and customer lens.
• Strong understanding of Voice of the Customer programs, customer satisfaction measurement, and customer experience best practices.
• Demonstrated ability to interpret customer insights, operational metrics, and business data to identify trends and recommend improvements.
• Strong project management skills with the ability to translate complex initiatives into clear, practical, and executable store processes.
• Effective written and verbal communication skills, with the ability to tailor messages for field, corporate, vendor, and executive audiences.
• Strong cross-functional partnership and influencing skills, including the ability to build alignment without direct authority.
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy, attention to detail, and forward momentum.
• Strong analytical and problem-solving skills with the ability to connect customer insights to operational and business outcomes.
• Ability to identify operational gaps, reduce store noise, and recommend solutions that improve readiness and execution.
• Proficient in Microsoft Office, including Excel, PowerPoint, Word, Outlook, and Teams; familiarity with Medallia, Power BI, SharePoint, Smartsheet, or similar platforms is preferred.

Additional Job Considerations

• 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.

About the Culture

Our associates are the heart of Team PetSmart. Together, we’re building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams and challenge each other to be the best they can be.

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.