Vice President, Services

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 Vice President, Services is responsible for leading an integrated services operating model that connects customer demand, workforce capacity, operational execution, service offerings, and business intelligence to strengthen scalable growth, operational excellence, customer loyalty, and long-term business performance across PetSmart’s Salon, Hotel, Training, and related services businesses.

This role is accountable for driving revenue growth, margin expansion, operational consistency, customer retention, associate productivity, and service-line performance across a large, distributed store footprint. The Vice President ensures PetSmart can effectively fulfill customer demand, deliver consistently high-quality experiences, optimize workforce and capacity utilization, and increase customer lifetime value through strong operational integration and partnership across enterprise functions.

The role oversees leaders responsible for Product Offerings & Innovation, Service Delivery, Workforce & Capacity, and related services functions while partnering closely with Operations, Marketing, CRM, Loyalty, and Digital teams to support customer acquisition, activation, retention, operational enablement, and scalable growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Own overall business performance across Services, including revenue growth, margin expansion, utilization, customer growth, operational effectiveness, and customer retention.
• Lead an integrated operating model that aligns service offerings, workforce capacity, operational execution, customer experience, and enterprise partnership into a connected business ecosystem.
• Establish annual and quarterly operating priorities that balance growth, profitability, customer experience, workforce sustainability, operational readiness, and execution simplicity.
• Ensure services are delivered safely, consistently, productively, and with high-quality customer experience across the store fleet.
• Lead labor productivity, throughput, utilization, scheduling effectiveness, demand fulfillment, and operational performance improvements across service lines.
• Partner cross-functionally with Marketing, CRM, Loyalty, and Digital teams to support customer acquisition, activation, rebooking, retention, cross-service adoption, and customer lifetime value initiatives.
• Align customer demand generation with workforce capacity, operational readiness, and field execution realities to support scalable growth and customer satisfaction.
• Oversee the evolution of the services portfolio to ensure offerings remain differentiated, operationally scalable, customer-relevant, and financially attractive.
• Partner with Finance and cross-functional leaders to support pricing architecture, margin optimization, service bundles, premium mix, and innovation opportunities that strengthen customer engagement, loyalty, and visit frequency growth.
• Provide business leadership and prioritization for PRISM enhancements and services-related digital capabilities supporting customer experience, operational execution, and business performance.
• Partner with Operations, Technology, and Digital teams to ensure Services requirements are effectively represented within enterprise systems, analytics, tooling, and operational enablement priorities.
• Ensure customer friction points, quality issues, and retention gaps are identified, prioritized, and addressed through cross-functional partnership and operational action.
• Partner with Merchandising, Veterinary Health Services, and related teams to support cross-shop opportunities, integrated customer experiences, and retail-to-services growth initiatives.
• Build effective cross-functional partnerships grounded in trust, collaboration, transparency, inclusion, and shared accountability for customer, associate, and business outcomes.
• Lead, coach, and develop a high-performing leadership team while building organizational capability, succession depth, and future enterprise leadership talent.
• Foster a culture focused on operational excellence, accountability, customer focus, associate development, inclusion, and continuous improvement.

SCOPE & BOUNDARIES

Owns

• Field Services business performance
• Store-based services operating model
• Salon, Hotel, Training, and related store-service performance
• Services revenue, margin, utilization, and customer growth outcomes
• Product Offerings & Innovation
• PRISM business ownership and prioritization
• Workforce & Capacity strategy
• Service Delivery execution standards
• Cross-service integration and ecosystem growth priorities

 

Partners On

• Services marketing strategy
• CRM and loyalty strategy
• Digital product roadmap and booking UX
• Operational systems, analytics, reporting, and tooling enablement
• Labor planning and hiring execution with HR
• Store-level execution with Store Operations
• Technology roadmap and platform delivery
• Financial planning and pricing analytics with Finance
• Merchandising and Veterinary Operations integration initiatives

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree in Business, Operations, Hospitality, Retail Management, , or related field preferred.
• Typically requires 12–15+ years of progressive leadership experience leading large-scale, labor-driven, customer-facing businesses.
• Proven P&L leadership experience with demonstrated ability to grow revenue and expand margin simultaneously.
• Experience leading cross-functional teams and enterprise initiatives within a matrixed environment required.
• Retail, hospitality, services, or franchise experience strongly preferred.

KNOWLEDGE, SKILLS & ABILITIES

• Proven commercial, operational, workforce, and financial acumen.
• Deep understanding of customer experience, labor productivity, workforce capacity, field execution, and operational scalability.
• Exceptional strategic thinking, analytical, problem-solving, and decision-making capabilities.
• Proven executive communication, facilitation, presentation, and relationship-building skills.
• Ability to influence enterprise leaders and cross-functional stakeholders through collaboration, business partnership, and data-informed recommendations.
• Ability to balance growth, profitability, customer experience, associate experience, and workforce sustainability in complex business decisions.
• Ability to foster collaboration, accountability, transparency, inclusion, and continuous improvement across teams and functions.

SUPERVISORY RESPONSIBILITIES

• Directly oversees leaders responsible for Product Offerings & Innovation, PRISM, Service Delivery, Workforce & Capacity, and related services functions.
• Responsible for organizational capability development, succession planning, coaching, prioritization, and performance management across supported teams.
• Ensures the leadership team operates as an integrated business system rather than independent functional silos.

TRAVEL REQUIREMENTS

25–40%

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 deliver 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. 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:

• 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.