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 This role requires a minimum of four days in office, with the option to flex one remote workday per week, in alignment with leader approval and policy guidelines. About the Job SUMMARY The Delivery Experience Program Manager is responsible for driving the execution of digital order delivery with goal to increase accuracy and quality ensuring exceptional customer experience ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to: Manages vendor relationships of delivery providers to build relationships, optimize partnership, and hold vendors accountable to meet customer & store expectations. Responsible for analyzing daily, weekly, monthly, etc. core KPI metrics tied to programs and strategies for digital order delivery and reporting out to partners on frequent cadence Business owner of rate shop technology with ability to learn how to configure network to meet financial needs of the business utilizing detail-oriented and organizing skills Executes to enable and continually evolve key omni-channel programs (Ship from store, returns, shipping speed) to grow the programs and optimize the experiences delivering on the digital strategy Ability to be business owner of omni channel program(s) through communicating program growth, driving change, and communicating results Manages day-to-day operations with vendors & store associates to ensure delivery pickups are on-time and consistent inclusive of store closures, weather Ability to guide leaders and formulate recommendations through analyzing digital KPIs, identifying trends and opportunities utilizing storytelling skills in PowerPoint and analytical skills in Excel (Power BI & Tableau preferred) Research feedback from all available resources: customer service, customer feedback reporting, product ratings and reviews, social media, store partners and utilize the information to make recommendations and optimize our delivery capabilities with goal to improve metrics  Defines business requirements for reporting teams to create streamlined and efficient enhancements for business users (operational metrics, exception reporting) Collaborates cross functionally with key business partners such as Care, Store Operations, IT, Finance, etc. to optimize store, customer, and care experience Provides subject matter expertise on technology, projects, and testing and determines business requirements for new initiatives and capabilities Serve as contact for vendors, communicating, and acting with professional etiquette that represents the PetSmart brand Supports & acts as digital advocate in launch of new programs to drive initial execution and ongoing program optimization (delivery speed, location inventory, returns process) Reviews and analyzes online competitor programs; Report findings and provide appropriate counter-strategies. KEY COMPETENCIES attributed to driving service include, but are not limited to the following: Knowledge Skills and Abilities Bachelor’s degree required 2+ years experience with ecommerce experience, analytics, delivery systems, or omni program management experience 2+ years cross functional experience Excellent problem solving and analytical skills Deep process/program management skills Excellent time management, multi-tasking, and organizational skills Proficiency with Microsoft office applications, including intermediate to advanced capabilities with Excel and Word Tableau & Power BI Preferred High degree of internet savvy, with a curiosity and enthusiasm for digital trends, retail trends, and tech trends Highly detail oriented & organized utilized new technolgy, systems, processes Excellent problem solving skills – able to identify, analyze and propose solutions to various technical and business issues Utilize analytical skills to strategically think of future enhancements to build out quarter and yearly roadmaps and reporting recaps Presentation skills to report on program growth, insights, opportunities to leadership Excellent communication skills to ensure alignment across cross-functional teams and communicate program results and growth opportunities Above average command of English; proficiency with a variety of writing styles Demonstrated ability to work in a fast-paced, “self-starter” environment serving as a catalyst for change and managing multiple work streams simultaneously Exhibit professional initiative and entrepreneurial drive Professional and positive brand presence and etiquette 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 #LifeAtPetSmart 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.