About the Team

There are a lot of activities that happen in our stores so we have a strong cross-functional team focused on doing Anything for Pets by supporting the store teams through effective communications, processes and initiatives. The Store Strategy & Operations department leads the way to support all store activities and define business-driving strategies. The Workforce, Insights & Planning team owns labor optimization and reporting needs. The Operations & Innovation team owns merchandise execution, process improvement, compliance, store technology and innovation. And the Strategy team leads all the business-driving efforts for Salon, PetsHotel, Pet Training and In-store customer experience. These teams work diligently to ensure our associates, pets and pet parents are supported, while operating efficiently to drive the business.

About the Location

Collaborative Work Environment:At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.

 

About the Job

Summary

The Director, Salon Field Capability & Education is responsible for leading field capability, operational education, stylist readiness, and quality consistency across PetSmart’s Salon business. This role oversees District Services Trainers and Quality & Education Leaders while ensuring scalable education systems, operational coaching strategies, readiness standards, and field capability initiatives support customer experience, stylist productivity, operational consistency, and business performance.

The role partners closely with Service Delivery, Workforce Strategy, HR, Systems & Analytics, and Field Leadership teams to improve operational readiness, field capability adoption, quality standards, and long-term stylist success across the Salon business.

Essential Duties & Responsibilities

• Lead field capability and operational education strategies supporting stylist readiness, quality consistency, and operational execution across the Salon business.
• Oversee District Services Trainers and Quality & Education Leaders responsible for operational coaching, field readiness, and capability reinforcement.
• Develop scalable education systems, operational coaching frameworks, readiness standards, and quality reinforcement programs.
• Drive capability adoption and execution consistency across markets through strong field partnership, coaching routines, and performance visibility.
• Support operational readiness and stylist development initiatives aligned to workforce productivity, customer experience, and business priorities.
• Partner with Workforce Strategy, HR, Service Delivery, Systems & Analytics, and Field Leadership teams to support long-term stylist success and operational sustainability.
• Utilize operational, field, and workforce insights to identify capability gaps, prioritize interventions, and improve execution consistency.
• Foster a culture focused on associate development, operational excellence, accountability, inclusion, and continuous improvement.
• Lead, coach, and develop field capability leaders while building organizational capability and succession depth across supported teams.

Supervisory Responsibilities

• Directly oversees a team of 50-60 District Services Trainers and Quality & Education Leaders supporting field capability and operational readiness across the Salon business.
• Responsible for coaching, prioritization, organizational capability development, succession planning, and performance management across supported teams.
• Influences field execution consistency through operational coaching systems, readiness standards, and partnership with field leadership.

Education & Experience

• Bachelor’s degree in Business, Operations, Retail Management, Hospitality, or related field preferred.
• Requires 8–10+ years of progressive leadership experience in retail operations, , , services, hospitality, or related disciplines.
• Experience leading field-based teams and operational coaching or readiness initiatives required.
• Multi-unit, labor-driven, customer-facing business experience strongly preferred.

Knowledge, Skills & Abilities

• Proven operational, customer, and workforce acumen.
• Deep understanding of operational coaching, capability development, stylist readiness, and execution consistency.
• Exceptional lea