Associate Program Manager - Vet Health Services

PetSmart • Phoenix, AZ

40d • Hybrid

About The Position

The Associate Program Manager for Vet Health Services supports the success of PetSmart Veterinary Services' (PVS) hospital network by coordinating operational processes across new hospital openings, closures, and ongoing franchise support. This role also serves as a key liaison between internal partners, franchise owners, veterinary partners and vendors to ensure seamless execution of Vet Health Services (VHS) programs, adherence to established timelines, and compliance with operational standards.

Requirements

• Bachelor's degree in business administration, Operations Management, or a related field (or equivalent work experience).
• 3+ years of experience in franchise operations, veterinary or healthcare services, or retail operations management.
• Strong project management, organizational, and communication skills.
• Proven ability to manage multiple priorities in a dynamic, cross-functional environment.

Nice To Haves

• Proficiency in FranConnect or comparable franchise management or customer relationship management platforms preferred.
• Project management certifications such as Project Management Professional (PMP) or Certified Associate in Project Management (CAPM) preferred.

Responsibilities

• Manage the new hospital opening process, ensuring responsible parties adhere to project scope, established timelines, and tracking requirements within FranConnect.
• Provide regular updates to VHS leadership on portfolio status, identifying potential risks and mitigation plans.
• Oversee the hospital closure process, ensuring internal teams follow critical paths for impacted stores and hospitals.
• Coordinate communication with all internal partners regarding expectations, status updates, and completion of milestones.
• Serve as the primary liaison between PetSmart and FranConnect, acting as the subject matter expert (SME) for system functionality, reporting, and best practices.
• Support franchise partners and other in-store veterinary hospital partners with onboarding, process training, and operational inquiries throughout the hospital lifecycle.
• Collaborate with PetSmart Charities in connection with identifying new non-profit clinics, informational calls, and on-boardings.
• Maintain accurate and up-to-date partner data across internal platforms and shared databases (including hours of operation and field support contacts).
• Manage the VHS departmental mailboxes to ensure timely responses and resolution of inquiries from stores and partner hospitals.
• Review and analyze concerns/complaints submitted through Riskonnect/I2M, partnering with cross-functional teams to resolve issues efficiently.
• Support stores being added to new programs or operational initiatives (e.g., vaccination clinic expansions).
• Partner with Merchandising and Store Strategy & Operations on the execution of Vet Health Diet programs and other cross-functional initiatives.
• Create and distribute operational communications (OpEx) to the VHS department.
• Provide ad-hoc project support for department and enterprise-wide initiatives, collaborating across Real Estate, IT, Legal, and other key stakeholders.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Number of Employees: 5,001-10,000 employees