«out the Team The Digital team focuses on delivering a superior customer experience on petsmart.com and our mobile app. The team also guides revenue and profit growth for the digital business. Digital team associates focus on delivering initiatives that help our pet parents find and discover products, bring enterprise priorities to life digitally, design new user experiences, build new features and capabilities, and manage key omni-channel programs. We work to showcase our brand digitally through the lens of expertise and love and to provide a personalized experience for our consumers. The team takes a data-driven approach and leverages quantitative and qualitative insights to optimize the experience and make business decisions. About the Location Hybrid Position: This position may be considered Hybrid based on PetSmart’s FlexSmart policy and business needs. A Hybrid work arrangement is considered to be a blend of onsite and remote work activity. Associates with a Hybrid work arrangement have a work space at Phoenix Home Office and can be required to come onsite between 1-5 days a week as determined by leadership and based on business needs. About the Job SUMMARY The Omni-Channel Associate Program Manager is responsible for driving the execution of the ship to home experience with goal to increase customer engagement, build reliable experiences, and grow the Digital business ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to: Executes to enable and continually evolve key omni-channel programs (Ship from store, returns, digital fulfillment) to grow the programs and optimize the experiences delivering on the digital strategy Responsible for analyzing daily, weekly, monthly, etc. core KPI metrics tied to programs and strategies for digital order fulfillment and reporting out to partners on frequent cadence Executes and analyzes data simulations to help guide decisioning on order fulfillment routing logic and optimization to improve speed and cost leveraging strong analytical skills Ability to guide leaders and formulate recommendations through analyzing digital KPIs, identifying trends and opportunities utilizing storytelling skills in PowerPoint and analytical skills in Excel (Power BI & Tableau preferred) Ability to be business owner of an omni channel program(s) through communicating program growth, driving change, and communicating results Collaborates cross functionally with key business partners such as Supply Chain, Store Operations, Field Teams, IT, Finance, etc. to optimize fulfillment network and to be advocate and point of contact on digital team Provides subject matter expertise on digital fulfillment initiatives, projects, and testing and determines business requirements for new initiatives and capabilities Engaged in learning new systems (Order Management, Delivery Platforms) to optimize Omni customer & fulfillment experience Partners with Digital Experience and Cross-site teams to ensure programs are integrated into customer journey to drive awareness and engagement Collaborates with Product and User experience by communicating customer or associate and customer pain points to the team to develop enhancements needed for program success and utilizes A/B testing to measure success Engages with 3rd parties to manage programs and systems and serve as contact for vendors as needed, communicating, and acting with professional etiquette that represents the PetSmart brand Supports & acts as digital advocate in launch of new programs to drive initial execution and ongoing program optimization (location inventory, returns process) Reviews and analyzes online competitor programs; Report findings and provide appropriate counter-strategies and recommendations to cross-functional teams Research feedback from all available resources: customer service, customer feedback reporting, product ratings and reviews, social media, store partners and utilize the information to make recommendations and optimize our fulfillment capabilities with goal to improve metrics KEY COMPETENCIES attributed to driving service include, but are not limited to the following: Knowledge Skills and Abilities Bachelor’s degree required 2+ years experience with Digital order fulfillment concepts, supply chain logistics, order management systems or routing logic 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 to advanced capabilities with Excel and Word Tableau & Power BI Preferred High degree of internet savvy, with a curiosity and enthusiasm for digital trends, retail trends, and tech trends Excellent problem solving skills – able to identify, analyze and propose solutions to various technical and business issues Utilize analytical skills to strategically think of future enhancements to build out quarter and yearly roadmaps and reporting recaps Presentation skills to report on program growth, insights, opportunities to leadership Excellent communication skills to ensure alignment across cross-functional teams and communicate program results and growth opportunities Above average command of English; proficiency with a variety of writing styles Demonstrated ability to work in a fast-paced, “self-starter” environment serving as a catalyst for change and managing multiple work streams simultaneously Exhibit professional initiative and entrepreneurial drive Professional and positive brand presence and etiquette About the Culture At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share. These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success. Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position. Our home office offers outstanding amenities in a fun and rewarding workplace including: 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 daycare facility (associate paid) Volunteer events with PetSmart Charities Learn more about LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/ Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/ Explore PetSmart Benefits here: https://benefits.petsmart.com/ If you don't already live in the Phoenix area here's a guide to the area: Welcome to Phoenix Guide PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.