Director, Technology - Omni Fulfillment

It’s an exciting time in technology, and that buzz is felt throughout PetSmart! We are continuing to grow at a faster pace and we want to continue to provide best-in-class experiences for pets and pet parents.

Our Technology team has 6 different departments: Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain.

Whether it’s online or in our stores, the work that the IT team does is instrumental in PetSmart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.

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.

Role Summary

The Director, Product Fulfillment leads the strategy, product ownership, operational execution, and support of PetSmart’s fulfillment ecosystem, partnering with Technology and business leaders to ensure alignment across the organization.

This is a key leadership role supporting PetSmart’s strategic Omni-Channel initiatives, responsible for enabling scalable, reliable, and customer-focused fulfillment capabilities across store and digital experiences.

This role is also responsible for expanding and evolving PetSmart’s Omni-Channel fulfillment capabilities, including initiatives supporting Pet Health, Pharmacy / Prescription Food fulfillment, Drop Ship, Marketplace expansion, and future digital fulfillment programs. The role drives the operational and technology capabilities required to scale these programs while ensuring alignment to customer experience, operational efficiency, and enterprise growth objectives.

The role owns the end-to-end store fulfillment product lifecycle and is accountable for driving associate and customer experience, operational efficiency, fulfillment execution, and operational support across BES.

The role leads multiple teams through Managers and support leaders, ensuring fulfillment platforms are scalable, reliable, and aligned to evolving business and operational needs.

Key Responsibilities

Leadership & Organizational Accountability
- Lead and develop Managers and their teams across Fulfillment Systems
- Set strategic direction and priorities aligned to BES and business objectives
- Build a high-performing organization through coaching, mentoring, and accountability
- Drive alignment across domains to support enterprise initiatives

Product Ownership & Strategy
- Own the fulfillment product strategy and roadmap across capabilities
- Manage the full product lifecycle from ideation through delivery and continuous improvement
- Ensure alignment between business needs, technology capabilities, associate experience, and customer experience
- Drive enterprise prioritization of fulfillment capabilities and enhancements
- Prioritize features and enhancements based on business value and operational impact

Operational Support & Execution
- Ensure fulfillment platforms directly support day-to-day operations across store and digital fulfillment
- Own end-to-end fulfillment performance including associate experience, customer experience, operational execution, and cost efficiency
- Own operational performance and support for Manhattan Active Omni (MAO) and all supporting fulfillment platforms
- Ensure systems enable consistent execution of BOPIS, Ship-from-Store, and returns workflows
- Partner with Fulfillment and Store Operations leadership to improve execution, efficiency, and reliability
- Translate operational challenges into product enhancements, system improvements, and automation opportunities
- Balance product innovation with operational stability

Operational Support Leadership
- Lead operational support processes for fulfillment platforms and supporting integrations
- Ensure operational stability, issue resolution, and service performance meet business expectations
- Drive continuous improvement in support processes and operational execution
- Ensure fulfillment systems remain scalable, supportable, and aligned to operational requirements

Offshore L2 Support Oversight
- Lead and manage offshore L2 support teams supporting fulfillment systems and operational processes
- Establish accountability for incident management, escalation handling, SLA adherence, and support metrics
- Ensure support teams are aligned to business priorities and operational needs
- Drive improvements in support processes, documentation, and knowledge management

Omni-Channel Fulfillment Expansion
- Lead expansion of PetSmart’s Omni-Channel fulfillment capabilities across:
- Pet Health
- Pharmacy / Prescription Food
- Drop Ship
- Marketplace programs
- future digital fulfillment initiatives
- Define and drive fulfillment capabilities required to support emerging business models and customer experiences
- Partner with business and technology leadership to identify new fulfillment opportunities and scale operational capabilities
- Ensure fulfillment platforms and operational processes support increased fulfillment complexity and expanded product/service offerings
- Drive optimization of fulfillment workflows, inventory visibility, routing, and operational execution
- Align fulfillment strategy with PetSmart’s broader Omni-Channel and growth initiatives

Future Capability Expansion
- Define and drive expansion of fulfillment capabilities into intelligent, real-time decisioning
- Expand fulfillment and store operations integration into a unified ecosystem
- Support growth in digital fulfillment and store-based execution capabilities
- Drive scalability and operational maturity across fulfillment platforms

Cross-Domain Collaboration
- Partner with Merchandising, Supply Chain, and Enterprise Systems teams
- Ensure alignment of fulfillment capabilities with upstream and downstream business processes
- Support enterprise initiatives requiring cross-functional coordination and delivery

Performance & Outcomes
- Deliver measurable improvements in fulfillment speed, order accuracy, operational efficiency, associate experience, and customer experience
- Track operational performance and adoption of fulfillment capabilities
- Ensure fulfillment technology investments deliver measurable business value

What Success Looks Like

- Fulfillment platforms operate as scalable, reliable business capabilities
- Associate and customer experiences improve through efficient fulfillment execution
- Operational support processes are stable, responsive, and scalable
- Omni-Channel fulfillment programs scale successfully across new business areas
- Fulfillment initiatives deliver measurable business impact
- High-performing teams consistently deliver operational and strategic outcomes
- Strong alignment exists between fulfillment operations, technology, and business priorities

Qualifications – 5 – 7 Years Experience in SaaS products or Omni-Channel

- Experience leading technology teams supporting fulfillment, operations, or Omni-Channel capabilities
- Proven understanding of store fulfillment, order orchestration, operational workflows, and customer-facing operations
- Experience leading product strategy and operational technology delivery
- Proven ability to lead teams through Managers and support leaders
- Effective stakeholder management and cross-functional leadership skills

Preferred

- Experience with fulfillment or order management platforms
- Experience supporting store operations and Omni-Channel capabilities
- Exposure to automation and operational optimization initiatives
- Retail or fulfillment domain experience

• This role requires collaboration, teamwork, and face-to-face interaction with colleagues, leaders, and/or clients.
• Being in the office ensures access to leaders, cross-functional partners, and resources necessary to make timely decisions and drive results.
• On-site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team.

* This is not intended to be an all-inclusive, exhaustive list of all essential job functions for this position. PetSmart retains the right to change or assign other required job duties to this position.

At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed. 

We’re more than a workplace, we’re Team PetSmart. Together, we grow, collaborate, and challenge ourselves to be the best in all we do. Our culture is built on belonging and shared purpose, where every voice and experience matters. Guided by our values, we strive to do what’s right, lead responsibly, and bring our passion for pets to life every day. 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 might be the right fit for this role or another opportunity across Team PetSmart.

Our home office offers outstanding amenities in a fun and rewarding workplace including:

• Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
• On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
• “Top Dog” gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
• “Sit & Stay” Café serving fresh breakfast and lunch options, snacks, & more
• “Lil Paws” NAEYC-accredited onsite childcare facility providing high-quality early education
• Paid Volunteer Opportunities to spend time doing good for causes close to heart
• Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more

 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.