Vice President, Services

PetSmart•Phoenix, AZ

13h•Hybrid

About The Position

The Vice President, Services is responsible for leading an integrated services operating model that connects customer demand, workforce capacity, operational execution, service offerings, and business intelligence to strengthen scalable growth, operational excellence, customer loyalty, and long-term business performance across PetSmart’s Salon, Hotel, Training, and related services businesses. This role is accountable for driving revenue growth, margin expansion, operational consistency, customer retention, associate productivity, and service-line performance across a large, distributed store footprint. The Vice President ensures PetSmart can effectively fulfill customer demand, deliver consistently high-quality experiences, optimize workforce and capacity utilization, and increase customer lifetime value through strong operational integration and partnership across enterprise functions. The role oversees leaders responsible for Product Offerings & Innovation, Service Delivery, Workforce & Capacity, and related services functions while partnering closely with Operations, Marketing, CRM, Loyalty, and Digital teams to support customer acquisition, activation, retention, operational enablement, and scalable growth.

Requirements

Bachelor’s degree in Business, Operations, Hospitality, Retail Management, , or related field preferred.
Typically requires 12–15+ years of progressive leadership experience leading large-scale, labor-driven, customer-facing businesses.
Proven P&L leadership experience with demonstrated ability to grow revenue and expand margin simultaneously.
Experience leading cross-functional teams and enterprise initiatives within a matrixed environment required.
Retail, hospitality, services, or franchise experience strongly preferred.
Proven commercial, operational, workforce, and financial acumen.
Deep understanding of customer experience, labor productivity, workforce capacity, field execution, and operational scalability.
Exceptional strategic thinking, analytical, problem-solving, and decision-making capabilities.
Proven executive communication, facilitation, presentation, and relationship-building skills.
Ability to influence enterprise leaders and cross-functional stakeholders through collaboration, business partnership, and data-informed recommendations.
Ability to balance growth, profitability, customer experience, associate experience, and workforce sustainability in complex business decisions.
Ability to foster collaboration, accountability, transparency, inclusion, and continuous improvement across teams and functions.
Directly oversees leaders responsible for Product Offerings & Innovation, PRISM, Service Delivery, Workforce & Capacity, and related services functions.
Responsible for organizational capability development, succession planning, coaching, prioritization, and performance management across supported teams.
Ensures the leadership team operates as an integrated business system rather than independent functional silos.

Nice To Haves

This role requires collaboration, teamwork, and face-to-face interaction with colleagues, leaders, and/or clients.

Responsibilities

Own overall business performance across Services, including revenue growth, margin expansion, utilization, customer growth, operational effectiveness, and customer retention.
Lead an integrated operating model that aligns service offerings, workforce capacity, operational execution, customer experience, and enterprise partnership into a connected business ecosystem.
Establish annual and quarterly operating priorities that balance growth, profitability, customer experience, workforce sustainability, operational readiness, and execution simplicity.
Ensure services are delivered safely, consistently, productively, and with high-quality customer experience across the store fleet.
Lead labor productivity, throughput, utilization, scheduling effectiveness, demand fulfillment, and operational performance improvements across service lines.
Partner cross-functionally with Marketing, CRM, Loyalty, and Digital teams to support customer acquisition, activation, rebooking, retention, cross-service adoption, and customer lifetime value initiatives.
Align customer demand generation with workforce capacity, operational readiness, and field execution realities to support scalable growth and customer satisfaction.
Oversee the evolution of the services portfolio to ensure offerings remain differentiated, operationally scalable, customer-relevant, and financially attractive.
Partner with Finance and cross-functional leaders to support pricing architecture, margin optimization, service bundles, premium mix, and innovation opportunities that strengthen customer engagement, loyalty, and visit frequency growth.
Provide business leadership and prioritization for PRISM enhancements and services-related digital capabilities supporting customer experience, operational execution, and business performance.
Partner with Operations, Technology, and Digital teams to ensure Services requirements are effectively represented within enterprise systems, analytics, tooling, and operational enablement priorities.
Ensure customer friction points, quality issues, and retention gaps are identified, prioritized, and addressed through cross-functional partnership and operational action.
Partner with Merchandising, Veterinary Health Services, and related teams to support cross-shop opportunities, integrated customer experiences, and retail-to-services growth initiatives.
Build effective cross-functional partnerships grounded in trust, collaboration, transparency, inclusion, and shared accountability for customer, associate, and business outcomes.
Lead, coach, and develop a high-performing leadership team while building organizational capability, succession depth, and future enterprise leadership talent.
Foster a culture focused on operational excellence, accountability, customer focus, associate development, inclusion, and continuous improvement.