Director, Fulfillment

About 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

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 of Digital Fulfillment & Delivery is responsible for setting the strategic direction and leading the execution of PetSmart’s digital fulfillment and delivery ecosystem across North America. This role owns the performance, scalability, cost efficiency, customer experience, and partner governance of key Omni-Channel fulfillment programs, including BOPIS, Same Day Delivery, Autoship, Ship from Store, Fulfillment Center, Pharmacy, and Drop Ship. The Director partners across the organization and with external partners to deliver near-term operational performance improvements while building the scalable fulfillment capabilities, network design, and innovation roadmap needed to support long-term digital and enterprise growth.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to:

 

• Set and lead the North American digital fulfillment strategy across BOPIS, Same Day Delivery, Autoship, Ship from Store, Fulfillment Center, Pharmacy, and Drop Ship vendor programs, ensuring alignment to enterprise digital, omnichannel, customer experience, and financial objectives.
• Own the end-to-end fulfillment and delivery experience across digital channels, ensuring PetSmart delivers a fast, reliable, scalable, and customer-first experience that consistently meets speed, quality, and service promises for pet parents while improving cost efficiency.
• Lead the ongoing evolution and optimization of all digital fulfillment channels, including picking, packing, routing, delivery, and associate-facing processes, to enable reliable, scalable, and efficient execution across stores, fulfillment centers, third-party partners, and vendor networks.
• Advance BOPIS capabilities and performance to maintain and strengthen PetSmart’s competitive advantage through improved customer experiences, associate workflows, operational reliability, and digital experience integration.
• Lead same day delivery courier, SFS courier, and carrier performance management, ensuring service-level adherence and KPI achievement
• Optimize existing SFS network through improved order routing, fulfillment process, packaging standards, store network selection, and capacity management
• Own Autoship fulfillment performance and retention insights, partnering cross-functionally to identify opportunities that improve customer retention, fulfillment reliability, and long-term program value
• Own third-party fulfillment and delivery partnerships, including DoorDash, Roadie, Uber, Pharmacy, and other partners, ensuring partners deliver against cost, service, customer experience, and operational expectations.
• Oversee Drop Ship vendor operations and governance, ensuring vendor accountability, compliance with service standards, operational performance, and alignment to PetSmart’s customer promise
• Measure and improve order accuracy, processing time, on-time delivery, and cost-to-serve metrics across the digital network.
• Translate performance data, customer feedback and KPIs into actionable strategies insights that drive action to improve service, experience and financial results.
• Anticipate risks, manage escalations, and implement process improvements to deliver consistent operational performance.
• Collaborate closely with Store Operations, Supply Chain, Merchants and MP&A to take action on key metrics and to improve performance, drive innovation and ensure execution at scale,
• Work with Site Merchandising, User Experience and Technology to bring fulfillment and delivery innovation and optimization to life for the custom