Sr. Director Salon Delivery

PetSmart•Phoenix, AZ

9h•Hybrid

About The Position

The Sr. Director, Salon Service Delivery is responsible for leading operational execution, productivity, field performance, service quality, and margin realization across PetSmart’s Salon business. This role oversees the operational systems, standards, and field execution strategies that strengthen scalable growth, labor productivity, customer retention, operational consistency, and profitability across a large distributed salon footprint.

Requirements

Bachelor’s degree in Business, Operations, Hospitality, Retail Management, Education, or related field preferred.
10-12+ years of progressive leadership experience in multi-unit retail, hospitality, services, or operational leadership roles required.
Extensive experience leading operational execution, workforce productivity, customer experience, and business performance initiatives required.
Proven operational, customer, and business acumen.
Deep understanding of field operations, productivity optimization, service quality, operational standards, and execution consistency.
Exceptional leadership, coaching, facilitation, communication, and relationship-building skills.
Ability to influence field execution and operational consistency through partnership, accountability systems, and operational leadership.
Proven analytical, strategic thinking, problem-solving, and prioritization capabilities.
Ability to balance customer experience, associate experience, operational realities, and business performance.
Ability to lead through ambiguity and strengthen execution within a fast-paced, highly matrixed environment.
Ability to foster collaboration, accountability, transparency, inclusion, and continuous improvement across teams and functions.
High proficiency in Microsoft Office applications including Excel and PowerPoint.

Nice To Haves

Experience influencing field operations and cross-functional stakeholders within a matrixed enterprise environment preferred.
Multi-unit, labor-driven, customer-facing business experience strongly preferred.

Responsibilities

Lead operational execution strategies that improve consistency, service quality, productivity, customer retention, and operational effectiveness across the services business.
Lead scalable operational standards, SOPs, accountability systems, field routines, and execution expectations that support reliable and efficient service delivery.
Partner with Field Leadership to improve execution consistency, operational discipline, visibility, and business performance across stores and markets.
Improve operational performance through productivity optimization, throughput management, scheduling effectiveness, and utilization improvements while balancing customer and associate experience.
Ensure services operate within established safety, compliance, quality, and brand standards while fostering a culture grounded in accountability, operational excellence, and customer care.
Partner cross-functionally with Access & Capacity, Systems & Analytics, Offerings & Innovation, HR, and Demand Generation leaders to support operational readiness and scalable execution.
Partner with Finance on forecast and planning cyclical events.
Utilize operational, workforce, customer, and financial insights to identify trends, prioritize interventions, and improve operational outcomes.
Influence operational behaviors and field consistency through strong partnership, coaching routines, performance visibility, and continuous improvement practices.
Build strong cross-functional relationships grounded in trust, collaboration, transparency, and shared accountability for customer, associate, and business outcomes.
Lead, coach, and develop home-office associates responsible for operational standards, execution support, field enablement, and business performance initiatives.
Foster an inclusive and collaborative culture that encourages operational excellence, associate development, accountability, continuous improvement, and customer focus.