Omni Channel Associate Program Manager

PetSmart-posted 9 months ago

Full-time • Mid Level

Remote • Phoenix, AZ

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

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The Delivery Experience Program Manager is responsible for driving the execution of digital order delivery with the goal to increase accuracy and quality ensuring exceptional customer experience. This role requires a minimum of four days in office, with the option to flex one remote workday per week, in alignment with leader approval and policy guidelines.

Manages vendor relationships of delivery providers to build relationships, optimize partnership, and hold vendors accountable to meet customer & store expectations.
Responsible for analyzing daily, weekly, monthly, etc. core KPI metrics tied to programs and strategies for digital order delivery and reporting out to partners on frequent cadence.
Business owner of rate shop technology with ability to learn how to configure network to meet financial needs of the business utilizing detail-oriented and organizing skills.
Executes to enable and continually evolve key omni-channel programs (Ship from store, returns, shipping speed) to grow the programs and optimize the experiences delivering on the digital strategy.
Ability to be business owner of omni channel program(s) through communicating program growth, driving change, and communicating results.
Manages day-to-day operations with vendors & store associates to ensure delivery pickups are on-time and consistent inclusive of store closures, weather.
Ability to guide leaders and formulate recommendations through analyzing digital KPIs, identifying trends and opportunities utilizing storytelling skills in PowerPoint and analytical skills in Excel (Power BI & Tableau preferred).
Research feedback from all available resources: customer service, customer feedback reporting, product ratings and reviews, social media, store partners and utilize the information to make recommendations and optimize our delivery capabilities with goal to improve metrics.
Defines business requirements for reporting teams to create streamlined and efficient enhancements for business users (operational metrics, exception reporting).
Collaborates cross functionally with key business partners such as Care, Store Operations, IT, Finance, etc. to optimize store, customer, and care experience.
Provides subject matter expertise on technology, projects, and testing and determines business requirements for new initiatives and capabilities.
Serve as contact for vendors, communicating, and acting with professional etiquette that represents the PetSmart brand.
Supports & acts as digital advocate in launch of new programs to drive initial execution and ongoing program optimization (delivery speed, location inventory, returns process).
Reviews and analyzes online competitor programs; Report findings and provide appropriate counter-strategies.

Bachelor's degree required.
2+ years experience with ecommerce experience, analytics, delivery systems, or omni program management experience.
2+ years cross functional experience.
Excellent problem solving and analytical skills.
Deep process/program management skills.
Excellent time management, multi-tasking, and organizational skills.
Proficiency with Microsoft office applications, including intermediate to advanced capabilities with Excel and Word.
Tableau & Power BI Preferred.
High degree of internet savvy, with a curiosity and enthusiasm for digital trends, retail trends, and tech trends.
Highly detail oriented & organized utilized new technology, systems, processes.
Excellent problem solving skills - able to identify, analyze and propose solutions to various technical and business issues.
Utilize analytical skills to strategically think of future enhancements to build out quarter and yearly roadmaps and reporting recaps.
Presentation skills to report on program growth, insights, opportunities to leadership.
Excellent communication skills to ensure alignment across cross-functional teams and communicate program results and growth opportunities.
Above average command of English; proficiency with a variety of writing styles.
Demonstrated ability to work in a fast-paced, 'self-starter' environment serving as a catalyst for change and managing multiple work streams simultaneously.
Exhibit professional initiative and entrepreneurial drive.
Professional and positive brand presence and etiquette.

Pet friendly environment, bring your pets to work!
On-site Dog Park.
'Top Dog' gym with equipment, fitness classes, massage therapists and personal trainers.
'Sit & Stay' Café serving fresh breakfast and lunch options.
On-site coffee bar.
'Lil' Paws' learning center and onsite daycare facility (associate paid).
Volunteer events with PetSmart Charities.

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