Platform Owner

PetSmart • Phoenix, AZ

9h • Hybrid

About The Position

It’s an exciting time in technology, and that buzz is felt throughout PetSmart! We are continuing to grow at a faster pace and we want to continue to provide best-in-class experiences for pets and pet parents. Our Technology team has 6 different departments: Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain. Whether it’s online or in our stores, the work that the IT team does is instrumental in PetSmart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are. This role works in our Phoenix Home Office - visa sponsorship is not available for this role. We are seeking a Platform Owner to lead the strategy and optimization of Customer Care technology platforms. This role will drive the evolution of support tools by leveraging data, automation, and AI-driven solutions (e.g., virtual agents, intelligent routing) to improve customer experience and agent efficiency. The ideal candidate combines expertise in customer care platforms (ServiceNow, Zendesk, Decagon, etc.) with strong technical and analytical skills. You will partner with business and technology teams to deliver scalable, integrated solutions and continuously enhance platform performance through data-driven insights and innovation.

Requirements

• Bachelor’s degree in computer science, Information Systems, Business, or a related field (or equivalent experience).
• 5+ years of experience in Customer Care, Contact Center technology, or related roles.
• Hands-on experience with Customer Care platforms such as ServiceNow (SNOW), Zendesk, Decagon, or similar tools.
• Strong understanding of customer support workflows, case management, and omnichannel support models.
• Experience working with data, dashboards, and reporting to drive insights and performance improvements.
• Exposure to AI-driven customer support solutions such as chatbots, virtual agents, or automation tools.
• Technical background with experience in integrations, APIs, or platform configurations.
• Excellent communication and stakeholder management, serving as a key link between technology teams and business partners.
• Familiarity with CRM systems and customer data platforms.
• Experience working in Agile environments.

Responsibilities

• Platform Ownership & Strategy: Own the roadmap, strategy, and performance of Customer Care platforms, aligning capabilities with business goals and evolving customer expectations.
• Customer Care Tools & Operations: Manage and optimize platforms such as ServiceNow, Zendesk, Decagon, or similar, supporting case management, omnichannel interactions, and agent workflows.
• AI & Automation Enablement: Drive adoption of AI-powered capabilities including chatbots, virtual agents, and intelligent routing to improve resolution times, deflect contacts, and enhance customer experience.
• Data & Insights: Leverage platform data and analytics to enable contact center capabilities, improve agent effectiveness, and support data-driven decision-making.
• Delivery & Execution: Lead end-to-end delivery of platform enhancements, integrations, and new capabilities in partnership with engineering and product teams.
• Stakeholder Collaboration: Partner with Customer Care, Operations, Product, and Technology teams to gather requirements, prioritize initiatives, and deliver scalable solutions.
• Technical & Integration Oversight: Collaborate with engineering teams on APIs, integrations, and data flows to ensure seamless connectivity across systems.
• Risk & Issue Management: Proactively identify risks and manage issues to ensure platform stability and performance.

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