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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 SUMMARY

The Sr. Director, Salon Service Delivery is responsible for leading operational execution, productivity, field performance, service quality, and margin realization across PetSmart’s Salon business. This role oversees the operational systems, standards, and field execution strategies that strengthen scalable growth, labor productivity, customer retention, operational consistency, and profitability across a large distributed salon footprint.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead operational execution strategies that improve consistency, service quality, productivity, customer retention, and operational effectiveness across the services business.
• Lead scalable operational standards, SOPs, accountability systems, field routines, and execution expectations that support reliable and efficient service delivery.
• Partner with Field Leadership to improve execution consistency, operational discipline, visibility, and business performance across stores and markets.
• Improve operational performance through productivity optimization, throughput management, scheduling effectiveness, and utilization improvements while balancing customer and associate experience.
• Ensure services operate within established safety, compliance, quality, and brand standards while fostering a culture grounded in accountability, operational excellence, and customer care.
• Partner cross‑functionally with Access & Capacity, Systems & Analytics, Offerings & Innovation, HR, and Demand Generation leaders to support operational readiness and scalable execution.
• Partner with Finance on forecast and planning cyclical events
• Utilize operational, workforce, customer, and financial insights to identify trends, prioritize interventions, and improve operational outcomes.
• Influence operational behaviors and field consistency through strong partnership, coaching routines, performance visibility, and continuous improvement practices.
• Build strong cross‑functional relationships grounded in trust, collaboration, transparency, and shared accountability for customer, associate, and business outcomes.
• Lead, coach, and develop home‑office associates responsible for operational standards, execution support, field enablement, and business performance initiatives.
• Foster an inclusive and collaborative culture that encourages operational excellence, associate development, accountability, continuous improvement, and customer focus.

SCOPE & IMPACT

Key Decisions This Leader Owns:

• Owns overall performance of the salon business
• Operational execution standards and field performance expectations
• Service quality and operational consistency priorities
• Operational readiness and execution support strategies
• Productivity, throughput, and utilization improvement initiatives
• Operational intervention and continuous improvement recommendationsOperational scorecards, accountability routines, and field execution expectations

Primary Cross‑Functional Partners:

• Access, Ability & Capacity
• HR / Talent Acquisition
• Talent & Capability / Academy
• Systems, Tools, Data & Analytics
• Demand Generation
• Offerings & Innovation
• Field Leadership
• Safety / Legal / Risk
• Finance
• Marketing

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree in Business, Operations, Hospitality, Retail Management, Education, or related field preferred.
• 10‑12+ years of progressive leadership experience in multi‑unit retail, hospitality, services, or operational leadership roles required.
• Extensive experience leading operational execution, workforce productivity, customer experience, and business performance initiatives required.
• Experience influencing field operations and cross‑functional stakeholders within a matrixed enterprise environment preferred.
• Demonstrated ability to balance operational execution, workforce effectiveness, customer experience, and financial performance.
• Multi‑unit, labor‑driven, customer‑facing business experience strongly preferred.

KNOWLEDGE, SKILLS & ABILITIES

• Proven operational, customer, and business acumen.
• Deep understanding of field operations, productivity optimization, service quality, operational standards, and execution consistency.
• Exceptional leadership, coaching, facilitation, communication, and relationship‑building skills.
• Ability to influence field execution and operational consistency through partnership, accountability systems, and operational leadership.
• Proven analytical, strategic thinking, problem‑solving, and prioritization capabilities.
• Ability to balance customer experience, associate experience, operational realities, and business performance.
• Ability to lead through ambiguity and strengthen execution within a fast‑paced, highly matrixed environment.
• Ability to foster collaboration, accountability, transparency, inclusion, and continuous improvement across teams and functions.
• High proficiency in Microsoft Office applications including Excel and PowerPoint.

SUPERVISORY RESPONSIBILITIES

• Directly leads a small team of home‑office associates responsible for operational execution support, field enablement, operational standards, and business performance initiatives.
• Responsible for organizational capability development, coaching, succession planning, and performance management.
• Influences field execution and operational consistency through partnership with field leadership, operational routines, scorecards, and cross‑functional collaboration.

TRAVEL REQUIREMENTS

15‑30%

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment are characteristic of those found in a typical office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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 strengthen 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

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.

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.