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Director, Technology - Omni Fulfillment
About the position
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.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
Requirements
- 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
Nice-to-haves
- 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
Benefits
- 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
