Manager, PPAC Customer Care & Operations

About the position

The Manager, PPAC Operations & Customer Care is responsible for leading and evolving the customer care experience across PetSmart’s service offerings, including Grooming, Training, PetsHotel, and other in-store and digital services. This role oversees 15+ frontline associates, manages complex customer escalations, and partners cross-functionally to ensure consistent, high-quality resolution of customer issues while protecting the PetSmart brand. The manager is also responsible for leading the admin support team of 1 supervisor and 15+ associates responsible for back-of-house support. The Manager plays a critical role in driving customer satisfaction, operational excellence, and continuous improvement across service and corporate-related customer interactions.

Responsibilities

  • Customer Care Leadership Lead, coach, and develop Customer Care Associates supporting PetSmart Services and corporate escalations.
  • Set clear performance expectations aligned to customer satisfaction, quality, and efficiency metrics.
  • Foster a customer-first culture with strong accountability and engagement.
  • Admin Support Leadership Lead, coach, and develop Admin Support Associates supporting vet diet authorizations, vaccine processing, and ratings & review responses
  • Set clear performance expectations aligned to accuracy and efficiency in processing workload
  • Provide recommendations into how improve current manual processes
  • Escalations Management Own and resolve high-impact and sensitive customer escalations, including executive, legal, social media, and repeat-issue cases.
  • Serve as the primary point of contact for complex service-related complaints requiring cross-functional collaboration.
  • Identify root causes of escalations and implement corrective actions to reduce repeat issues.
  • Establish and maintain escalation protocols and decision frameworks.
  • Corporate Customer Care Operations Oversee corporate-level customer care processes for service inquiries, general complaints, and recovery.
  • Ensure consistent application of policies, service standards, and resolution guidelines.
  • Partner with Operations, Field Leadership, Legal, Risk, Marketing, and Digital teams to align customer care practices.
  • Support service pilots, rollouts, and policy changes with customer care readiness and training.
  • Performance & Continuous Improvement Monitor and analyze key performance indicators (CSAT, NPS, FCR, AHT, escalation rates, repeat contacts).
  • Drive process improvements based on customer feedback, call/chat data, and trend analysis.
  • Recommend and implement enhancements to tools, workflows, and training.
  • Contribute to budgeting, workforce planning, and capacity forecasting.
  • Customer Advocacy & Brand Protection Act as a voice of the customer for PetSmart Services, surfacing insights and improvement opportunities.
  • Ensure fair, empathetic, and brand-aligned customer resolutions.
  • Support enterprise initiatives related to customer experience, loyalty, and retention.

Requirements

  • Bachelor’s degree or equivalent experience.
  • 5+ years of customer care, contact center, or service operations experience.
  • 2+ years of people leadership experience.
  • Demonstrated experience managing customer escalations at a corporate or enterprise level.
  • Strong knowledge of customer experience metrics and performance management.
  • Excellent communication, judgment, and problem-solving skills.

Nice-to-haves

  • Experience in retail, services, hospitality, or multi-channel customer care environments.
  • Familiarity with CRM and case management platforms (e.g., ServiceNow).
  • Experience partnering with field operations and corporate stakeholders.
  • Change management or process improvement experience.

Benefits

  • 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
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