Manager, Services Operations

Create a healthier, brighter future for pets, pet parents and people!

If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing, Petco is the place for you.

Our core values capture that spirit as we work to improve lives by doing what’s right for pets, people and our planet.

• We love all pets like our own
• We’re the future of the pet industry
• We’re here to improve lives
• We drive outstanding results together
• We’re welcome as we are

Petco is a category-defining health and wellness company focused on improving the lives of pets, pet parents and Petco partners. We are 29,000 strong and operate 1,500+ pet care centers in the U.S., Mexico and Puerto Rico, including 250+ Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers. We’re focused on purpose-driven work, and strongly believe what’s good for pets, people and our planet is good for Petco.

Purpose:
We are seeking someone to join Petco that is passionate about assisting our Pet Care Center (PCC) teams with all thing’s pet services. As the key “right hand” to the Market team (MGM, DGM, GMs and Store PCC Partners), the MSO is accountable for assisting in all aspects of the Market Services businesses including partner and guest experience, services staffing and services program implementation. This leader drives their business through a focus on key result areas which include but are not limited to: Total Field Services Growth, Grooming Sales, Dog Training, Salon Safety Compliance, Power Rank, Grooming Margin, Vetco, Staffing and Turnover. If you are passionate about helping grow and develop Pet Services initiations, tactically assisting our teams with day-to-day operations, and making an impact to the lives of pets and pet parents then we want you! *This role is located in Chicago, Minneapolis, or Wisconsin.*

You’ll be a good fit if you can:
•    Partner with the Field Leaders across multiple districts to recruit, interview, staff, train, and retain all partners within field services
•    Support the Field Leaders with implementing and continuously improving the Grooming Salon Leader’s ability to holistically lead their salon in a manner that delivers our Salon Customer Promise in a high and repeatable level, as well as deliver the financial expectations for their business through Operational excellence
•    In partnership with Sr. Field Services Director, Market General Manager and District General Managers create and gain alignment on monthly assigned markets strategies, focused on District and Market sales performance, profitability, productivity, and staffing
•    Partner with DGMs, MGM’s and SSOD for regular store visits to support, achieve, and be accountable for overall district and market goals
•    Analyze guest, sales, and cost of sales data, make recommendations to Field Leaders based on analysis
•    Oversee the development of the appropriate course of action to capitalize on the service’s operational opportunities within their Markets
•    Strong drive to develop DGM/GM acumen around recruiting, staffing, retention and training 
•    Communicate and clarify targets to DGMs and store teams
•    Co-lead District services staffing, sales, Margin and productivity meetings with MGM
•    Drive the implementation of Pet Services operational programs and initiatives through the Field Leaders and Store Teams
•    Provide subject matter expertise to Field Leaders and PCC partners for the implementation and execution of services objectives
•    Leverage the Petco Listens Program to instill a sense of pride and ownership of delivering exceptional services experiences to all guests
•    Develop and oversee the territory Services maintenance capital and expense planning to ensure all customer touch points meet brand standards
•    Ensure partner and animal safety standards are maintained 
•    Drive Services productivity optimization 
•    Provide guidance and education around staffing levels and labor management

Preferred Qualifications:
•    5-7 years working for a services-oriented business, preferably in a multi-unit environment
•    Previous experience working in a Pet Services (Grooming, Dog Training) industry a plus
•    Bachelor’s degree in business or related field preferred
•    Will consider directly related experience in lieu of education
•    Excellent interpersonal, customer service and analytical skills are required
•    Basic Microsoft office skills are necessary

Work Environment:
•    While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, h