Manager, Store & DC Network Operations

About the Team

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.

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.

Onsite Position:

This position is considered to be Fully Onsite, work is to be done onsite at a PetSmart location (Phoenix Home Office, PetSmart stores, Merchandise Development Center, Distribution Centers or another PetSmart site).

About the Job

About the Job

The Sr. Manager of Store Network Operations holds the responsibility of overseeing management of a critical operations and technical support team serving stores’ daily operational needs. Lead a team of mid-level engineers to provide Level 2 incident triage for all network, Telcom, and compute technologies used at our stores. Manage and support store Telcom services. Partner with Store Delivery organization to assist with equipment deployments. Partner with Enterprise Infrastructure teams to engineer and deploy store hardware.

Also in scope for the Sr. Manager role is to lead the IT Service Desk Manager position.

Major functions include but are not limited to:

Leading a team of mid-level engineers, he or she provides comprehensive support to end-users across the store landscape, providing Level 2 incident triage for all network, server/compute, and storage technologies used at our stores. Engineering teams triage store technology problems 24x7, escalating to and partnering with level 3 teams as needed.

This leader’s second-level engineering team will also partner with the Enterprise Network and Compute teams to help engineer, test, deploy, and manage various store technologies. The team plays a central role in store deployments, assisting with the Store Delivery teams’ planned activities as well as leading all ad-hoc equipment replacements. Also in scope is the provisioning, deployment, and support for stores’ broadband and Telcom solutions.

Through the subordinate role of IT Service Desk Manager, the Sr. Manager has responsibility over the IT help desk which provides comprehensive support to end-users across the company - stores, distribution centers, field, and home office users. You will ensure the Service Desk serves as the primary contact for all technology-related issues, and be responsible for all aspects of Service Desk, including but not limited to staffing, budgeting, and daily operations.

A key component of this position involves collaborating with cross-functional teams to introduce and execute operational enhancements and technical changes. This requires partnership, collaboration, and planning with both mid-level and senior leaders across the organization – both in the Technology space and with business teams.

This leader will establish and refine operational processes, contribute to the development and implementation of technology strategies, and collaborate with cross-functional teams to implement and enhance operational processes.

Also in the position scope is full or partial budget responsibility for maintenance and replacement of the store chain’s network equipment and technology. Placing equipment or telcom orders and maintaining vendor relationships is also a duty. Relationship building is a key component of this leader’s role: Develop and maintain strong relationships with business partners. Collaborate with cross-functional teams to achieve common goals. Maintain close connection with Store Operations leaders, aligning Technology and business goals and interests. Serve as an advocate for stores on technology subjects.

Required Qualifications

5+ years of experience working with or supporting common network and technologies such as SDWAN, as well as Telcom experience, particularly in a leadership capacity.

5+ years of experience managing or serving in a supervisory/lead position within an IT operations organization. Knowledge and experience in leading IT Operations teams including Service Desks, Operation Centers, and Level 2 and 3 administrators and/or engineers. Or equivalent experience in similar roles and functions with enterprise-level organizations.

Ability to make sound judgments, prioritize and execute tasks in a high-pressure, fast-paced environment without supervision. Excellent interpersonal skills; ability to communicate with customers, vendors, and business partners.

Financial acumen; experience managing budgets, POs, and common purchasing processes.

Proven track record of successfully creating, implementing, and driving continuous improvement in technology operations.

Understanding of system and application delivery processes in a fast-paced environment.

Bachelor’s Degree in a technology or applicable field preferred.

Additional Job Considerations

• 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.

About the Culture

Our associates are the heart of Team PetSmart. Together, we’re building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams and challenge each other to be the best they can be.

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.

About the Job

The Sr. Manager of Store Network Operations holds the responsibility of overseeing management of a critical operations and technical support team serving stores’ daily operational needs. Lead a team of mid-level engineers to provide Level 2 incident triage for all network, Telcom, and compute technologies used at our stores. Manage and support store Telcom services. Partner with Store Delivery organization to assist with equipment deployments. Partner with Enterprise Infrastructure teams to engineer and deploy store hardware.

Also in scope for the Sr. Manager role is to lead the IT Service Desk Manager position.

Major functions include but are not limited to:

Leading a team of mid-level engineers, he or she provides comprehensive support to end-users across the store landscape, providing Level 2 incident triage for all network, server/compute, and storage technologies used at our stores. Engineering teams triage store technology problems 24x7, escalating to and partnering with level 3 teams as needed.

This leader’s second-level engineering team will also partner with the Enterprise Network and Compute teams to help engineer, test, deploy, and manage various store technologies. The team plays a central role in store deployments, assisting with the Store Delivery teams’ planned activities as well as leading all ad-hoc equipment replacements. Also in scope is the provisioning, deployment, and support for stores’ broadband and Telcom solutions.

Through the subordinate role of IT Service Desk Manager, the Sr. Manager has responsibility over the IT help desk which provides comprehensive support to end-users across the company - stores, distribution centers, field, and home office users. You will ensure the Service Desk serves as the primary contact for all technology-related issues, and be responsible for all aspects of Service Desk, including but not limited to staffing, budgeting, and daily operations.

A key component of this position involves collaborating with cross-functional teams to introduce and execute operational enhancements and technical changes. This requires partnership, collaboration, and planning with both mid-level and senior leaders across the organization – both in the Technology space and with business teams.

This leader will establish and refine operational processes, contribute to the development and implementation of technology strategies, and collaborate with cross-functional teams to implement and enhance operational processes.

Also in the position scope is full or partial budget responsibility for maintenance and replacement of the store chain’s network equipment and technology. Placing equipment or telcom orders and maintaining vendor relationships is also a duty. Relationship building is a key component of this leader’s role: Develop and maintain strong relationships with business partners. Collaborate with cross-functional teams to achieve common goals. Maintain close connection with Store Operations leaders, aligning Technology and business goals and interests. Serve as an advocate for stores on technology subjects.

Required Qualifications

5+ years of experience working with or supporting common network and technologies such as SDWAN, as well as Telcom experience, particularly in a leadership capacity.

5+ years of experience managing or serving in a supervisory/lead position within an IT operations organization. Knowledge and experience in leading IT Operations teams including Service Desks, Operation Centers, and Level 2 and 3 administrators and/or engineers. Or equivalent experience in similar roles and functions with enterprise-level organizations.

Ability to make sound judgments, prioritize and execute tasks in a high-pressure, fast-paced environment without supervision. Excellent interpersonal skills; ability to communicate with customers, vendors, and business partners.

Financial acumen; experience managing budgets, POs, and common purchasing processes.

Proven track record of successfully creating, implementing, and driving continuous improvement in technology operations.

Understanding of system and application delivery processes in a fast-paced environment.

Bachelor’s Degree in a technology or applicable field preferred.

Our associates are the heart of Team PetSmart. Together, we’re building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams and challenge each other to be the best they can be.

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.