Omni Associate Program Manager

About the Role

Key Responsibilities

• Deliver the execution of key omni-channel programs (e.g., Same Day Delivery, Curbside Pickup) to grow the programs and optimize the experiences
• Be the business owner of omni-channel programs by communicating growth, results, and opportunities to cross-functional partners, vendors, and markets
• Analyze digital KPIs to identify performance trends, insights, and opportunities, and execute strategies to drive sales and program enhancements using PowerPoint and Excel
• Analyze core KPI metrics tied to programs and strategies for digital order fulfillment and report on a regular cadence
• Partner with Digital Merchandising and Cross-site teams to ensure programs are integrated into the customer journey to drive awareness and engagement
• Collaborate with Product and User Experience teams to communicate customer or associate pain points for developing enhancements
• Engage with third-party vendors (e.g., DoorDash) and serve as the main contact, communicating professionally to represent PetSmart
• Collaborate with Supply Chain and Stores to optimize fulfillment networks and communicate upcoming initiatives
• Work with digital buying and merchandising teams on quarterly priorities to align program roadmaps and merchandising efforts
• Support new programs for initial execution and ongoing optimization
• Review and analyze online competitor programs, report findings, and develop counter-strategies
• Research feedback from customer service, reviews, social media, and store partners to make recommendations for site improvements
• Provide subject matter expertise on digital initiatives, projects, and testing
• Learn 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/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
• Use analytical skills to develop future enhancements and reporting
• Strong presentation skills for reporting insights and growth to leadership
• Excellent communication skills for cross-functional alignment
• Proficiency in English with strong writing skills
• Ability to work in a fast-paced, self-starter environment, managing multiple work streams
• Exhibit professional initiative and entrepreneurial drive
• Maintain professional brand presence and etiquette in internal and external relationships

Nice to Have

• Experience with digital order management, content management, or search engine systems

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 a supportive, inclusive culture