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VP, Services Execution
Company: PetSmart
Location: Phoenix, AZ
Employment Type: Full Time
Date Posted: 10/09/2021
Expire Date: 12/29/2021
Job Categories: Advertising/Marketing/Public Relations, Customer Service and Call Center, Finance/Economics, Financial Services, Healthcare, Other, Hospitality/Tourism, Information Technology, Retail/Wholesale, Sales, Quality Control, Research & Development, Medical, Nonprofit and Volunteer Services, Energy / Utilities
Job Description
VP, Services Execution
About the Team

There are a lot of activities that happen in our stores, so we have 2 operations teams to make sure things run smoothly: Store Operations team and Services Operations team. Store Operations leads all operations in the core section of our stores including merchandise execution, process improvement, associate engagement, live pet care, and labor optimization. Our Services group leads all the efforts for Pet Grooming, PetsHotel, Doggie Day Camp and Pet Training. Both teams work hard to take care of our associates, pets, and pet parents while also working to grow this unique piece of our business.

About the Job

The Vice President of PetSmart’s Services Execution will report to the Senior Vice President of Services and will be accountable for leading PetSmart’s Grooming Salons, PetsHotels, Training Services and the Services Reservation Center (call center). This leader will develop overall operational strategies while demonstrating expertise and understanding of the evolving retail marketplace, market influencers and the competition. 


The VP, Services Execution will be a forward-thinking strategic leader with the ability to grow new services concepts, as well as improve existing formats through experience, testing, and consumer analytics.  To do so, the ideal candidate will need to lead cross-functional business needs with the VP/GMM of Services, Merchandising, Marketing, Store Operations, and Finance for business alignment and new initiatives.


This role will also be accountable for developing business and financial models, operational metrics and scorecard, incentive models and tools to assess costs, revenue and margin, and strategic implications of potential initiatives and other activities that will promote growth and customer retention. Sound business judgment and proven general management skills will be used daily to deliver innovation, leverage market opportunities, and maximize top and bottom-line growth.


Specific responsibilities will include:  

  • Overall accountability for the Services operations teams in the field, support center and Service Reservation Center.
  • Supports the delivery of all major services objectives and priorities of the company and influences change where required.
  • Responsible for delivering key communications and direction on company-wide initiatives, providing leadership to the project teams and helps to link the Phoenix Home Office to the Field.
  • Full accountability for financial results including all key scorecard metrics, sales, and expense.
  • Partners with the SVP, Services to set the strategic vision and help grow a large volume business while delivering profitable financial results. 
  • Champions the use of technology to drive results.
  • Develops and implements processes and systems to enhance services operations focusing on sales, expense control, store compliance, and customer engagement.
  • Accountable for overall strategic direction and corresponding required relationships, internally and with external vendors/partners.
  • Collaborates effectively with the SVP, Retail Operation field leaders along with the Regional Vice Presidents who are delivering results by supporting company direction and strategies.
  • Serves as a visible presence and provides continuous influence for strategic change, consistent and continuous process improvement, and operational excellence across the business. 
  • Ensures programs and initiatives are externally customer focused, with the business strategy built around documented needs and desires.
  • Assesses organizational and operational effectiveness and recommends changes and enhancements that will improve operating processes and performance.

Leadership Skills:  

  • Mentor and develop associates with proven ability of providing vision, leadership, direction, and training to direct reports while cultivating a synergistic team dynamic. 
  • Demonstrated leadership that inspires team members and encourages cooperation among other senior level executives in the organization. 
  • Foster an environment that promotes open and healthy communication, sales growth, operational excellence, personal accountability and consistency of top performance. 
  • Proven track record of driving results across many business functions



The Vice President of Services Execution will have a high energy level and possess a real passion for Services excellence. This person will be a high achiever, capable of demonstrating well-developed communication skills coupled with a professional demeanor.  This person will be highly collaborative and have the capacity to foster effective relationships both internally at the Phoenix Home Office, and externally. They should have a high degree of common sense and a proven work ethic. This person must be a creative, results-oriented leader with excellent strategic and critical thinking, planning, and analytical skills. Unquestionable integrity with a dedication to the principles of developing a high-performing, collaborative, team-based organization is mandatory. Exceptional financial and business acumen is essential.  

Other attributes include:  

  • Possess the ability to convert business needs into practical business solutions 
  • A proven leader with self-confidence, and a solid track record of mentoring and guiding a team with a balanced ego while being easily approachable 
  • Demonstrated ability to lead an organization through growth and transitions without losing momentum or focus on key business drivers 
  • Excellent communicator who understands the importance of leadership through consensus, and who values and is good at partnering and relationship building 
  • Good listening skills and ability to be effective in working with all levels of the organization 
  • Positive influencing skills 



  • 10+ years leadership experience majority in a high-growth, customer-focused, retail or services environment with a large employee base.
  • Experience specifically within retail or hospitality; with a proven ability to develop new services as well as expand and grow a variety of services businesses.
  • Broad functional expertise, with financial acumen and best in class analytical skills is required.


A Bachelor’s or Advance degree is desired 

About the Culture

Our home office offers outstanding amenities in a fun and rewarding workplace including:

  • Pet friendly environment, bring your pets to work!
  • A work-life balance and family events such as movie nights, art events and holiday festivals
  • “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
  • “Sit & Stay” Café serving fresh breakfast and lunch options
  • Starbucks cart—productivity at its finest!
  • “Lil’ Paws” learning center and onsite daycare facility
  • Volunteer events with PetSmart Charities
  • Learn more about #LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/
  • Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/
  • Explore PetSmart Benefits here: https://benefits.petsmart.com/
Contact Information
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