Manager, PPAC Customer Care & Operations

PetSmart • Phoenix, AZ

4d • Hybrid

About The Position

The Manager, PPAC Operations & Customer Care is responsible for leading and evolving the customer care experience across PetSmart’s service offerings, including Grooming, Training, PetsHotel, and other in-store and digital services. This role oversees 15+ frontline associates, manages complex customer escalations, and partners cross-functionally to ensure consistent, high-quality resolution of customer issues while protecting the PetSmart brand.
The manager is also responsible for leading the admin support team of 1 supervisor and 15+ associates responsible for back-of-house support.
The Manager plays a critical role in driving customer satisfaction, operational excellence, and continuous improvement across service and corporate-related customer interactions.

Requirements

• Bachelor’s degree or equivalent experience.
• 5+ years of customer care, contact center, or service operations experience.
• 2+ years of people leadership experience.
• Demonstrated experience managing customer escalations at a corporate or enterprise level.
• Strong knowledge of customer experience metrics and performance management.
• Excellent communication, judgment, and problem-solving skills.

Nice To Haves

• Experience in retail, services, hospitality, or multi-channel customer care environments.
• Familiarity with CRM and case management platforms (e.g., ServiceNow).
• Experience partnering with field operations and corporate stakeholders.
• Change management or process improvement experience.

Responsibilities

• Lead, coach, and develop Customer Care Associates supporting PetSmart Services and corporate escalations.
• Set clear performance expectations aligned to customer satisfaction, quality, and efficiency metrics.
• Foster a customer-first culture with strong accountability and engagement.
• Lead, coach, and develop Admin Support Associates supporting vet diet authorizations, vaccine processing, and ratings & review responses
• Set clear performance expectations aligned to accuracy and efficiency in processing workload
• Provide recommendations into how improve current manual processes
• Own and resolve high-impact and sensitive customer escalations, including executive, legal, social media, and repeat-issue cases.
• Serve as the primary point of contact for complex service-related complaints requiring cross-functional collaboration.
• Identify root causes of escalations and implement corrective actions to reduce repeat issues.
• Establish and maintain escalation protocols and decision frameworks.
• Oversee corporate-level customer care processes for service inquiries, general complaints, and recovery.
• Ensure consistent application of policies, service standards, and resolution guidelines.
• Partner with Operations, Field Leadership, Legal, Risk, Marketing, and Digital teams to align customer care practices.
• Support service pilots, rollouts, and policy changes with customer care readiness and training.
• Monitor and analyze key performance indicators (CSAT, NPS, FCR, AHT, escalation rates, repeat contacts).
• Drive process improvements based on customer feedback, call/chat data, and trend analysis.
• Recommend and implement enhancements to tools, workflows, and training.
• Contribute to budgeting, workforce planning, and capacity forecasting.
• Act as a voice of the customer for PetSmart Services, surfacing insights and improvement opportunities.
• Ensure fair, empathetic, and brand-aligned customer resolutions.
• Support enterprise initiatives related to customer experience, loyalty, and retention.

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: Manager
• Number of Employees: 5,001-10,000 employees