Omni Associate Program Manager

About the Role

Key Responsibilities

• Delivers the execution of key omni-channel programs (e.g., Same Day Delivery, Curbside Pickup) to grow the programs and optimize the experiences
• Acts as the business owner of omni-channel programs by communicating growth, results, opportunities to cross-functional partners, vendors, and markets to drive sales and engagement
• Analyzes digital KPIs to identify performance trends, insights, and opportunities, and executes strategies to drive sales and program enhancements using PowerPoint and Excel
• Responsible for analyzing daily, weekly, and monthly core KPI metrics related to programs and strategies for digital order fulfillment, and reports on these metrics regularly
• Partners with Digital Merchandising and Cross-site teams to ensure programs are integrated into the customer journey to drive awareness and engagement
• Collaborates with Product and User Experience teams by communicating customer or associate pain points to develop necessary enhancements for program success
• Engages with third-party vendors (e.g., DoorDash) to manage programs, acting as the main contact and representing the PetSmart brand professionally
• Collaborates with Supply Chain and Stores to optimize the fulfillment network, communicate upcoming initiatives, and serve as the digital team’s point of contact
• Works with digital buying and merchandising teams on quarterly priorities to align program roadmaps, site merchandising priorities, and financial recaps
• Supports new programs for initial execution and ongoing optimization
• Reviews and analyzes online competitor programs, reports findings, and develops counter-strategies
• Researches feedback from customer service, product ratings, social media, and store partners to make recommendations and optimize the site to improve metrics
• Provides subject matter expertise on digital initiatives, projects, and testing
• Learns new systems (Order Management, Content Management, Search Engine) to enhance the omni customer journey and fulfillment experience

Requirements

• Bachelor's degree required
• 2+ years cross-functional experience
• Excellent problem solving and analytical skills
• Deep process and program management skills
• Excellent time management, multi-tasking, and organizational skills
• Proficiency with Microsoft Office applications, including intermediate Excel and Word skills
• High internet savviness and enthusiasm for digital, retail, and tech trends
• Ability to identify, analyze, and propose solutions to technical and business issues
• Strategic thinking for future enhancements and reporting
• Strong presentation skills to report on program growth and insights to leadership
• Excellent communication skills for cross-functional alignment
• Proficiency in English with effective writing styles
• Ability to work in a fast-paced, self-starter environment managing multiple work streams
• Exhibits professional initiative, entrepreneurial drive, and brand etiquette

Nice to Have

• Experience with digital order management, content management, and search systems
• Experience managing omni-channel programs or digital projects

Qualifications

• Bachelor's degree

Benefits & Perks

• 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 paid daycare
• Volunteer events with PetSmart Charities
• Access to PetSmart benefits and company culture resources