Director, Fulfillment

PetSmart • Phoenix, AZ

8d • Hybrid

About The Position

The Director of Digital Fulfillment & Delivery is responsible for setting the strategic direction and leading the execution of PetSmart’s digital fulfillment and delivery ecosystem across North America. This role owns the performance, scalability, cost efficiency, customer experience, and partner governance of key Omni-Channel fulfillment programs, including BOPIS, Same Day Delivery, Autoship, Ship from Store, Fulfillment Center, Pharmacy, and Drop Ship. The Director partners across the organization and with external partners to deliver near-term operational performance improvements while building the scalable fulfillment capabilities, network design, and innovation roadmap needed to support long-term digital and enterprise growth.

Requirements

• Bachelors degree in Business, Finance, Operations, Supply Chain, Merchandising or equivalent work experience
• 10+ years working in Omni-Channel Retail, preferably Digital Commerce Fulfillment
• 5+ years managing direct reports
• Effective communication and leadership skills
• Proven analytical and organizational skills
• Excellent problem solving skills – able to identify, analyze and propose solutions to various technical and business issues
• Excellent analytical skills, leveraging data to model, analyze and optimize network design, performance metrics, cost and customer experience
• Leader of people – ability to coach and develop individuals to achieve business and professional goals.
• Excellent communication skills with the ability to influence and align across cross-functional teams.
• Comfortable working in ambiguous environments and using data-driven decision-making to navigate change.
• Customer-centric mindset with proven ability to balance experience, speed, quality, and cost to deliver an exceptional experience.
• Proven vendor management and negotiation capabilities.
• High degree of internet savvy, curiosity, and enthusiasm for digital retail and fulfillment trends.
• Proven process management, organizational, and multi-tasking skills.
• Collaborative spirit and relationship-builder with proven ability to work effectively with internal and external partners.
• Bias for action and willingness to roll up one’s sleeves to drive results

Responsibilities

• Set and lead the North American digital fulfillment strategy across BOPIS, Same Day Delivery, Autoship, Ship from Store, Fulfillment Center, Pharmacy, and Drop Ship vendor programs, ensuring alignment to enterprise digital, omnichannel, customer experience, and financial objectives.
• Own the end-to-end fulfillment and delivery experience across digital channels, ensuring PetSmart delivers a fast, reliable, scalable, and customer-first experience that consistently meets speed, quality, and service promises for pet parents while improving cost efficiency.
• Lead the ongoing evolution and optimization of all digital fulfillment channels, including picking, packing, routing, delivery, and associate-facing processes, to enable reliable, scalable, and efficient execution across stores, fulfillment centers, third-party partners, and vendor networks.
• Advance BOPIS capabilities and performance to maintain and strengthen PetSmart’s competitive advantage through improved customer experiences, associate workflows, operational reliability, and digital experience integration.
• Lead same day delivery courier, SFS courier, and carrier performance management, ensuring service-level adherence and KPI achievement
• Optimize existing SFS network through improved order routing, fulfillment process, packaging standards, store network selection, and capacity management
• Own Autoship fulfillment performance and retention insights, partnering cross-functionally to identify opportunities that improve customer retention, fulfillment reliability, and long-term program value
• Own third-party fulfillment and delivery partnerships, including DoorDash, Roadie, Uber, Pharmacy, and other partners, ensuring partners deliver against cost, service, customer experience, and operational expectations.
• Oversee Drop Ship vendor operations and governance, ensuring vendor accountability, compliance with service standards, operational performance, and alignment to PetSmart’s customer promise
• Measure and improve order accuracy, processing time, on-time delivery, and cost-to-serve metrics across the digital network.
• Translate performance data, customer feedback and KPIs into actionable strategies insights that drive action to improve service, experience and financial results.
• Anticipate risks, manage escalations, and implement process improvements to deliver consistent operational performance.
• Collaborate closely with Store Operations, Supply Chain, Merchants and MP&A to take action on key metrics and to improve performance, drive innovation and ensure execution at scale,
• Work with Site Merchandising, User Experience and Technology to bring fulfillment and delivery innovation and optimization to life for the customer through both customer-facing and backend enhancements
• Lead vendor negotiations with vendors to secure optimal terms, improve service levels, manage costs, and deliver against strategic business objectives.
• Explore new programs, vendors and capabilities that further lean into our omni-channel differentiation and/or align to digital and enterprise strategies
• Partner with Supply Chain, Store Operations, and Real Estate on future network and capacity design, ensuring fulfillment capabilities scale effectively with digital demand and evolving customer expectations
• Represent Digital Fulfillment in enterprise initiatives and strategic programs, ensuring fulfillment strategy, operational requirements, and customer experience impacts are integrated into broader business decisions
• Champion an iterative, test and learn mindset across the team
• Demonstrate effective decision-making skills with an ability to translate findings from analysis into business strategies and socialize across the organization.
• Lead, coach, and develop a high-performing team of managers and analysts, managing performance, building capabilities, fostering accountability, and supporting professional growth.

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: Director