Director, PetSmart Services Offerings & Innovation

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.

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.

SUMMARY

The Director, Services Product Offering & Innovation is responsible for defining, evolving, and optimizing PetSmart’s services portfolio to maximize customer value, business growth, and enterprise profitability across Salon, PetsHotel, Training, and related services offerings. This role leads service portfolio strategy, pricing recommendations, innovation initiatives, and cross-service integration efforts that ensure PetSmart’s services remain differentiated, operationally scalable, and aligned to customer needs and market trends.

This leader partners closely with Demand Generation, Access & Capacity, Service Delivery, Systems, Tools, Data & Analytics, Finance, Marketing, Digital, Merchandising, and Veterinary Services teams to develop customer-focused offerings, scalable innovation pipelines, and profitable growth strategies. The role balances customer expectations, competitive positioning, operational feasibility, and financial performance while supporting an integrated services operating model.

The Director leads efforts focused on service menu design, pricing architecture, innovation pilots, premium mix optimization, and cross-service offerings while fostering collaboration, accountability, continuous improvement, and data-informed decision-making.

ESSENTIAL DUTIES AND

• Lead the development and evolution of PetSmart’s services portfolio, including Salon, PetsHotel, Training, and related service offerings.
• Define customer-focused service menus, packages, subscriptions, bundles, and add-on strategies that support customer value, operational scalability, and profitable growth.
• Partner with Finance and cross-functional business leaders to develop pricing recommendations and pricing architecture that balance competitiveness, customer value perception, and margin performance while driving customer retention, loyalty, and visit frequency growth.
• Lead innovation pipelines focused on new services, premium offerings, attachment opportunities, and differentiated customer experiences.
• Monitor customer trends, competitive dynamics, market conditions, and emerging industry opportunities to inform strategic priorities and offering evolution.
• Lead pilot-and-scale initiatives to test, evaluate, and expand new services, pricing approaches, customer solutions, and operational enhancements.
• Partner with Systems, Tools, Data & Analytics and Digital teams to align business requirements, customer experience needs, and operational priorities with systems capabilities and roadmap planning.
• Ensure service offerings are operationally executable and aligned with workforce capacity, field readiness, and customer experience expectations.
• Collaborate with Demand Generation teams to support integrated customer acquisition, lifecycle marketing, and growth initiatives tied to service offerings and promotional strategies.
• Develop cross-service integration opportunities connecting grooming, hotel, training, veterinary, and merchandising experiences where appropriate.

Lead business prioritization and cross-functional alignment for PRISM enhancements and services-related digital capabilities in partnership with Technology and Digital teams.• Utilize operational, customer, financial, and competitive insights to evaluate offering performance, identify opportunities, and influence strategic decisions.

• Build strong cross-functional partnerships grounded in trust, transparency, collaboration, and shared accountability for customer and business outcomes.
• Lead, coach, and develop associates responsible for service portfolio strategy, innovation initiatives, and pricing support.
• Foster a culture of innovation, curiosity, accountability, inclusion, and continuous improvement while maintaining strong operational and customer focus.

SCOPE & IMPACT

Key Decisions This Leader Owns:

• Service menu and portfolio strategy
• Pricing recommendations and value architecture
• Innovation pipeline prioritization
• Pilot-and-scale decisions for new offerings and customer solutions
• Attachment, premium mix, and bundle optimization strategies
• Cross-service integration recommendations current & future state
• Offering-related business case development and performance evaluation

Primary Cross-Functional Partners:

• Demand Generation
• Access, Ability & Capacity
• Service Delivery
• Systems, Tools, Data & Analytics
• Finance
• Marketing / Loyalty
• Digital / PRISM Product Team
• Merchandising
• Veterinary Services

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree in Business, Marketing, Retail Management, Operations, Finance, or related field preferred.
• 8-10+ years of progressive experience in product strategy, service innovation, pricing, retail operations, hospitality, consumer services, or related disciplines.
• Extensive experience leading cross-functional business initiatives and innovation efforts in a fast-paced environment required.
• Experience balancing customer experience, operational feasibility, and financial performance in business decisions.
• Demonstrated ability to influence enterprise leaders and ensure alignment across complex stakeholder groups.
• Retail, hospitality, wellness, or services industry experience strongly preferred.

KNOWLEDGE, SKILLS & ABILITIES

• Proven commercial, operational, and financial acumen.
• Deep understanding of pricing strategy, customer experience, service portfolio management, and innovation processes.
• Exceptional strategic thinking, analytical, problem-solving, and prioritization skills.
• Ability to synthesize customer, operational, financial, and competitive insights into actionable business recommendations.
• Proven communication, facilitation, presentation, and relationship-building skills.
• Ability to influence cross-functional partners and enterprise leaders through collaboration and data-informed recommendations.
• Ability to balance strategic innovation with operational realities and customer experience considerations.
• Ability to lead through ambiguity and manage competing priorities in a matrixed environment.
• Ability to lead with empathy, accountability, transparency, and a strong associate and customer focus.
• High proficiency in Microsoft Office applications including Excel and PowerPoint.

SUPERVISORY RESPONSIBILITIES

• Leads associates responsible for service portfolio strategy, pricing support, innovation initiatives, and pilot execution.
• Responsible for organizational capability development, coaching, succession planning, and performance management.
• May indirectly influence cross-functional Digital, Systems, Marketing, and operational resources supporting service innovation priorities.

TRAVEL REQUIREMENTS

Up to 25% travel

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.

• 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 strenthen 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.

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.