Senior Manager, Digital Fulfillment

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.

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.

The Senior Manager of Digital Fulfillment will lead and optimize PetSmart’s digital order fulfillment operations across North America. This role oversees fulfillment center (FC) shipments, Ship from Store, and Drop Ship Vendor performance. The position has a direct impact on customer experience and financial outcomes while driving the continual optimization of our fulfillment network to deliver on our customer speed promise. This leader will partner closely with internal and external stakeholders—including Supply Chain, Store Operations, Merchandising, Technology, and third-party vendors—to evolve fulfillment strategies, enhance operational performance, and grow PetSmart’s extended aisle product assortment within the digital space.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to:

• Own and evolve the North American digital fulfillment strategy across FCs, Ship from Store, and Drop Ship vendor programs.
• Drive the continual optimization of fulfillment network solutions, ensuring speed, scalability, and efficiency.
• Oversee and manage multiple vendors supporting the Drop Ship program, ensuring accountability, performance, and compliance with service standards.
• Collaborate closely with internal teams—Store Operations, Supply Chain, Merchandising, and Technology—and external partners to integrate solutions, drive innovation, and ensure execution at scale.
• Monitor and improve order accuracy, cycle time, on-time delivery, and cost-to-serve metrics across the digital network.
• Lead carrier and courier performance management, ensuring service-level adherence and KPI achievement.
• Translate performance data and KPIs into actionable insights that improve both service and financial results.
• Anticipate risks, manage escalations, and implement process improvements to deliver consistent operational performance.
• Ensure fulfillment operations deliver a reliable, fast, and customer-first experience across all digital channels, consistently meeting our speed promise to pet parents.
• Lead, coach, and develop a fulfillment team, fostering a culture of accountability, innovation, and continuous improvement.

KEY COMPETENCIES attributed to driving service include, but are not limited to the following:

Knowledge, Skills, and Abilities

• Leader of people – ability to coach and develop individuals to achieve business and professional goals.
• Excellent communication skills with the ability to influence and align across cross-functional teams.
• Strong analytical and problem-solving skills, leveraging data to model and optimize network design, performance, and cost.
• Comfortable working in ambiguous environments and using data-driven decision-making to navigate change.
• Customer-centric mindset with proven ability to balance speed, quality, and cost to deliver an exceptional experience.
• Strong vendor management and negotiation capabilities.
• High degree of internet savvy, curiosity, and enthusiasm for digital retail and fulfillment trends.
• Strong process management, organizational, and multi-tasking skills.
• Collaborative spirit and relationship-builder with proven ability to work effectively with internal and external partners.
• Bias for action and willingness to roll up one’s sleeves to drive results.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree in Operations, Supply Chain, Logistics, Business, or related field; MBA preferred.
• 8+ years of progressive experience in eCommerce fulfillment, logistics, or supply chain operations, including at least 3 years in a leadership role.
• Experience leading large-scale fulfillment strategies and transformations across North America.
• Proven track record managing vendors, scaling extended aisle/marketplace or dropship programs, and driving measurable improvements in customer experience and financial performance.

Strong background in using KPIs and analytics to guide decisions and optimize performance

At PetSmart, we work hard to create a culture where 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 #Life A tPetSmart here:
• Check out Associate stories and share in some celebrations at PetSmart:
• Explore PetSmart Benefits here:
• If you don't already live in the Phoenix area here's a guide to the area:

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.