Director Offerings & Innovation

PetSmart • Phoenix, AZ

2d • Hybrid

About The Position

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.

Requirements

• 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.
• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

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