Retail Operations Lead (New Glasgow)

Retail Operations Lead

PetSmart’s Retail Operations Lead is responsible for driving operational excellence in our stores while upholding the company’s vision, mission, values, and strategy. This role includes merchandising and inventory management, pet care operations, opening and closing the store, overseeing associates, and maintaining a safe and organized environment.

Essential Responsibilities

People Leadership

• Support and guide sales associates in merchandise handling, providing training on product knowledge and presentation standards.
• Facilitate the associate experience and support associate development through training, onboarding, mentoring, and coaching.
• Delegate and validate completion of daily tasks.
• Lead and direct associates when acting as the leader on duty.
• Address and administer associate complaints and grievances.
• Recognize and celebrate associates driving overall engagement.

Store Operations and Overall Store Experience

• Execute merchandise strategies to optimize sales, including receiving product, placement, seasonal displays, and promotional setups.
• Manage inventory levels, conduct regular audits, and analyze sales trends to make informed recommendations for stock replenishment and markdowns.
• Maintain accurate inventory records and address discrepancies.
• Operate point‑of‑sale (POS) systems and handle cash transactions, ensuring accuracy and compliance with company policies.
• Maintain store standards, ensuring compliance with Policies and Procedures and the Code of Ethics.
• Assist with store opening and closing procedures to uphold brand promise.
• Complete monthly live cycle counts and address discrepancies.
• Maintain pet care standards, including cleaning, feeding and caring for new arrivals and sick pets.
• Ensure pet parents have a positive experience with online orders and in‑store pickup or ship‑from‑store services.
• Support the associate and pet‑parent experience at all levels, ensuring pets in our care are safe and healthy.
• Take immediate action and report when a sick or injured pet is identified; transport to the vet if needed.
• Prepare for and receive new store‑owned pet arrivals, ensuring pets are healthy before moving to the sales floor after quarantine.

Qualifications

• 2+ years of retail supervisory experience in a customer‑focused environment.
• Full‑time availability required; flexibility to work evenings, weekends, and holidays as needed.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to react under pressure and maintain composure.
• Strong organizational skills and attention to detail, particularly in maintaining a visually appealing store layout.

Supervisory Responsibility

• No direct reports, but expected to guide and support the development of other associates.
• Provide feedback on associate performance to direct supervisor.
• Act as leader when other leaders are not in the store, supervising associates, assigning tasks, and addressing concerns.

Essential Physical Demands and Work Environment

• Stand, walk, climb ladders, and use hands to handle, feel, hold, write, etc.
• Frequently reach with hands and arms, stoop, kneel, crouch, talk, and hear.
• Lift or move up to 50 pounds and occasionally more than 100 pounds.
• May be exposed to moving mechanical parts, wet workspaces with pet hair, moderate to high noise levels, and live animals.

Benefits

• Paid weekly payroll.
• Health and wellness benefits.
• Group Registered Retirement Plan (RRSP) with company match.
• Paid time off for full‑time associates.
• Associate discounts.
• Tuition assistance.
• Career pathing.
• Development opportunities.

Equal Opportunity Employer

PetSmart is an Equal Opportunity Employer. We provide reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law.