Omni Services Program Manager

Job Description

Here at Petco, our vision is simple: Healthier Pets. Happier People. Better World. This credo drives everything we do. But what really sets us apart? We obsess about delivering health and happy experiences for pets and the people who love them. This is our mission. It guides every Partner in every role here at Petco, every day.

And the way that we live out our mission is through our core values. No matter what your skillset is or how much experience you have, if you love people and pets—and these values mirror your own—we probably have the perfect job for you here. Take a closer look at our values, and then explore our dynamic career areas to find out what a career at Petco can mean for you.

Summary:

Responsible for ensuring Petco’s click-to-pick up/ delivery areas of business are continuously improving and meeting or exceeding customers’ expectations. Reviews and manages in-store execution, runs various pilot programs, and works with cross functional teams to operate Omni Services (BOPUS, Same Day, etc.) as wholistic offerings. Responsible for understanding studying industry trends and helping to identifies areas of opportunity for Petco’s omni-enablement.

Duties and Responsibilities:

• Communicates and documents program opportunities, solution options, associated costs, pros, cons and makes detailed recommendations to leadership.
• Designs and manages continuous improvement and long-term process & experience improvement
• Coordinates operational aspects (people, process, technology) of Petco’s BOPUS (“buy online pick-up in-store”) initiatives and serves as a liaison between many cross functional partners such as store operations, merchandising, supply chain, marketing, IT (information technology), and CMI (customer market information).
• Creates basic project and process documentation/resources as a deliverable to complete each project or operational phase. Plans, directs, and coordinates activities of designated project to ensure that goals or objectives of project are accomplished within prescribed time frame and funding parameters: Reviews project proposal or plan to determine time frame, funding limitations, procedures for accomplishing project, staffing requirements, and allotment of available resources to various phases of project. Establishes work plan and staffing for each phase of project, and arranges for recruitment or assignment of project personnel. Confers with project staff to outline workplan and to assign duties, responsibilities, and scope of authority. Directs and coordinates activities of project personnel to ensure project progresses on schedule and within prescribed budget. Reviews status reports prepared by project personnel and modifies schedules or plans as required. Prepares project reports for management, client, or others. Confers with project personnel to provide technical advice and to resolve problems.
• Develops metrics & KPIs (key performance indicators) that allow the organization to gauge the success of retail experience digital transformation.
• Helps partners and leadership work through program and execution issues by leveraging data analytics and providing insight.
• Identifies and manages pilot projects to enhance Petco’s BOPUS & Same Day offering and partner and guest experience.
• Facilitates successful change management and develops strong relationships across Petco that to drive the success of projects. simplify rapid improvements impacted by various project results