Product Manager

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• Phoenix, Arizona
• Home Office
• 7091
  
  

Job Description

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 & Flexible Work Environment: We believe in fostering growth, teamwork and creativity in a dynamic workplace. This role is based at PetSmart’s Phoenix Home Office, where associates currently enjoy the benefits of in-person collaboration while having the flexibility to work remotely one day per week (a “flex workday” with leader approval), and an expected four days in the office. At PetSmart, you’ll be part of an engaging and supportive environment designed to help you and our teams thrive.

About The Job

This role works in our Phoenix Home Office. Visa sponsorship is not offered for this role

This role is responsible for defining the strategy, vision, and roadmap for the product lifecycle that enhances the customer care experience for our pet parents. It focuses on delivering seamless, empathetic, and effective support experiences that keep our customers informed, connected, and cared for across all interactions. The role will partner with stakeholders across the organization to understand their user requirement needs and be most closely partnered with the technical teams to bring respective products to life through development cycles.

• Product visionary: Defines the vision for product(s) driven by data, insights, and research that aligns with PetSmart’s overall strategic vision and goals.
• Product roadmap: Develops, prioritizes, communicates, and provides leadership with a product roadmap that creates best-in-class customer experiences based on understanding of the customer across channels. Defines all KPIs for success of the products on the roadmap; continuously monitors those KPIs post-implementation to validate hypotheses and understands future enhancement opportunities. Articulates clear product priorities driven by data and expected outcomes that are inclusive of measurable KPIs and targets that align with company and business goals. Optimizes the product and feature roadmap assessing priorities and trade-offs.
• Customer advocate: Works closely with UX and the A/B testing team to define tests for upcoming initiatives and areas of opportunity for optimization. Understands customer pain points and work closely with UX and development partners to define solutions.
• Communication: Manages relationships with stakeholders, intakes their requests, gathers requirements, discusses prioritization, and is transparent about timing and delivery. Communicates product updates to all stakeholders over the course of multiple meetings and various communication methods (email, Sharepoint, Confluence, JIRA, etc.). Collaborates with business stakeholders to maintain a backlog of feature requests and a product roadmap. Ensures coordination and collaboration across product managers to properly manage dependencies and avoid duplication of work.
• Continual Improvement: Understands technical issues to effectively make decisions around prioritizing new features, reducing technical debt and improving resiliency. Fully understands and remains up-to-date on the competitive landscape. Discovers testing opportunities with new or existing features. Oversees product through all stages of the lifecycle and ensure product maintenance and scalability features are properly prioritized, in addition to enhancements.
  
  

Requirements

• 5 years experience in Product Owner or Product Manager discipline, or equivalent
• Experience working with Voice of customer tools (e.g., Medallia , Qualtrics).
• Experience working with Customer Care tools (e.g., Service Now , Decagon , Gladly AI ).
• Experience working with Data pipelines will be preferred.
• Microsoft software applications; particularly Excel and PowerPoint
  
  

About The Culture

At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share. These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success.

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 just may be the ideal candidate for this role, and if not this one, perhaps another position.

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

• Pet friendly environment, bring your pets to work!
• On-site Dog Park
• “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
• “Sit & Stay” Café serving fresh breakfast and lunch options
• On-site coffee bar
• “Lil’ Paws” learning center and onsite daycare facility (associate paid)
• Volunteer events with PetSmart Charities
• Learn more about here: https://www.lifeatpetsmart.com/life-at-petsmart/
• Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/
• Explore PetSmart Benefits here: https://benefits.petsmart.com/
• If you don't already live in the Phoenix area here's a guide to the area: Welcome to Phoenix Guide
  
  

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.

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