PetSmart Store Support Group, Inc.
Director, Labor Planning & Operational Strategy
PetSmart Store Support Group, Inc., Phoenix, Arizona, United States, 85003
About the Team
There are a lot of activities that happen in our stores so we have a strong cross‑functional team focused on doing Anything for Pets by supporting the store teams through effective communications, processes and initiatives. The
Store Strategy & Operations department
leads the way to support all store activities and define business‑driving strategies. The Workforce, Insights & Planning team owns labor optimization and reporting needs. The Operations & Innovation team owns merchandise execution, process improvement, compliance, store technology and innovation. And the Strategy team leads all the business‑driving efforts for Salon, PetsHotel, Pet Training and In‑store customer experience. These teams work diligently to ensure our associates, pets and pet parents are supported, while operating efficiently to drive the business.
About the Location Collaborative Work Environment
At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.
About the Job Job Summary/Purpose The Director of Labor Planning & Operational Strategy is responsible for setting the strategic direction and leading execution of labor planning, forecasting, and performance optimization across the retail organization, including both Core and Services businesses. This role ensures labor spend aligns with company financial goals while supporting exceptional in‑store execution and customer experience. The Director partners closely with Finance, Store Operations, and other enterprise functions to optimize workforce strategies that balance cost efficiency with operational effectiveness.
Major Responsibilities
Strategic Retail Labor Planning & Budget Management Leads the development and execution of labor strategies to align actual labor spend with enterprise financial targets across all retail formats. Ensures labor planning supports customer service standards, sales goals, and operational efficiency at the store level.
Retail Workforce Forecasting & Optimization Oversees enterprise‑wide labor forecasting processes, incorporating key retail drivers such as foot traffic, sales volume, seasonal trends, and promotional calendars. Drives continuous refinement of forecasting tools and labor models to support real‑time decision‑making and improved store performance.
Cross‑Functional Collaboration & Business Alignment Serves as a strategic business partner to senior leaders across Store Operations, Finance, HR, and Merchandising. Ensures that labor plans and forecasts support both financial objectives and in‑store execution of business priorities.
Performance Analytics & Insights Directs labor analytics and reporting functions to identify trends, gaps, and opportunities across store locations. Delivers actionable insights and performance dashboards to regional and field leaders to drive store‑level accountability and productivity improvements.
Leadership & Talent Development Leads and develops a team of labor planning professionals. Establishes clear goals, fosters professional growth, and drives a culture of performance and continuous improvement aligned with company values.
Process Innovation & Operational Efficiency Champions initiatives to streamline labor planning processes, enhance reporting capabilities, and improve integration with workforce management systems. Leverages technology and best practices to drive efficiency and scalability across the labor planning function.
Qualifications
Bachelor’s degree in Business, Finance, Operations, or related field; MBA or equivalent advanced degree preferred
8–10+ years of progressive leadership experience in labor planning, financial planning & analysis (FP&A), or store operations within a retail environment
Deep understanding of retail store operations, workforce management, and the financial levers that drive profitability
Proven track record of leading cross‑functional initiatives and influencing senior leadership
Proven analytical and strategic thinking skills, with expertise in labor modeling and forecasting tools
Experience managing and developing high‑performing teams
Proficiency in labor management systems (e.g., Kronos, Dayforce), business intelligence platforms, and data visualization tools
Additional Job Considerations
This role requires collaboration, teamwork, and face‑to‑face interaction with colleagues, leaders, and/or clients.
Being in the office ensures access to leaders, cross‑functional partners, and resources necessary to make timely decisions and drive results.
On‑site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team.
* This is not intended to be an all‑inclusive, exhaustive list of all essential job functions for this position. PetSmart retains the right to change or assign other required job duties to this position.
About the Culture At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed.
We’re more than a workplace, we’re Team PetSmart. Together, we grow, collaborate, and challenge ourselves to be the best in all we do. Our culture is built on belonging and shared purpose, where every voice and experience matters. Guided by our values, we strive to do what’s right, lead responsibly, and bring our passion for pets to life every day. 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 might be the right fit for this role or another opportunity across Team PetSmart.
Our home office offers outstanding amenities in a fun and rewarding workplace including:
Pet‑friendly environment, bring your pets to work and enjoy the on‑site dog park!
On‑Site Events & Adoption, 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
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.
#J-18808-Ljbffr
Store Strategy & Operations department
leads the way to support all store activities and define business‑driving strategies. The Workforce, Insights & Planning team owns labor optimization and reporting needs. The Operations & Innovation team owns merchandise execution, process improvement, compliance, store technology and innovation. And the Strategy team leads all the business‑driving efforts for Salon, PetsHotel, Pet Training and In‑store customer experience. These teams work diligently to ensure our associates, pets and pet parents are supported, while operating efficiently to drive the business.
About the Location Collaborative Work Environment
At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.
About the Job Job Summary/Purpose The Director of Labor Planning & Operational Strategy is responsible for setting the strategic direction and leading execution of labor planning, forecasting, and performance optimization across the retail organization, including both Core and Services businesses. This role ensures labor spend aligns with company financial goals while supporting exceptional in‑store execution and customer experience. The Director partners closely with Finance, Store Operations, and other enterprise functions to optimize workforce strategies that balance cost efficiency with operational effectiveness.
Major Responsibilities
Strategic Retail Labor Planning & Budget Management Leads the development and execution of labor strategies to align actual labor spend with enterprise financial targets across all retail formats. Ensures labor planning supports customer service standards, sales goals, and operational efficiency at the store level.
Retail Workforce Forecasting & Optimization Oversees enterprise‑wide labor forecasting processes, incorporating key retail drivers such as foot traffic, sales volume, seasonal trends, and promotional calendars. Drives continuous refinement of forecasting tools and labor models to support real‑time decision‑making and improved store performance.
Cross‑Functional Collaboration & Business Alignment Serves as a strategic business partner to senior leaders across Store Operations, Finance, HR, and Merchandising. Ensures that labor plans and forecasts support both financial objectives and in‑store execution of business priorities.
Performance Analytics & Insights Directs labor analytics and reporting functions to identify trends, gaps, and opportunities across store locations. Delivers actionable insights and performance dashboards to regional and field leaders to drive store‑level accountability and productivity improvements.
Leadership & Talent Development Leads and develops a team of labor planning professionals. Establishes clear goals, fosters professional growth, and drives a culture of performance and continuous improvement aligned with company values.
Process Innovation & Operational Efficiency Champions initiatives to streamline labor planning processes, enhance reporting capabilities, and improve integration with workforce management systems. Leverages technology and best practices to drive efficiency and scalability across the labor planning function.
Qualifications
Bachelor’s degree in Business, Finance, Operations, or related field; MBA or equivalent advanced degree preferred
8–10+ years of progressive leadership experience in labor planning, financial planning & analysis (FP&A), or store operations within a retail environment
Deep understanding of retail store operations, workforce management, and the financial levers that drive profitability
Proven track record of leading cross‑functional initiatives and influencing senior leadership
Proven analytical and strategic thinking skills, with expertise in labor modeling and forecasting tools
Experience managing and developing high‑performing teams
Proficiency in labor management systems (e.g., Kronos, Dayforce), business intelligence platforms, and data visualization tools
Additional Job Considerations
This role requires collaboration, teamwork, and face‑to‑face interaction with colleagues, leaders, and/or clients.
Being in the office ensures access to leaders, cross‑functional partners, and resources necessary to make timely decisions and drive results.
On‑site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team.
* This is not intended to be an all‑inclusive, exhaustive list of all essential job functions for this position. PetSmart retains the right to change or assign other required job duties to this position.
About the Culture At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed.
We’re more than a workplace, we’re Team PetSmart. Together, we grow, collaborate, and challenge ourselves to be the best in all we do. Our culture is built on belonging and shared purpose, where every voice and experience matters. Guided by our values, we strive to do what’s right, lead responsibly, and bring our passion for pets to life every day. 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 might be the right fit for this role or another opportunity across Team PetSmart.
Our home office offers outstanding amenities in a fun and rewarding workplace including:
Pet‑friendly environment, bring your pets to work and enjoy the on‑site dog park!
On‑Site Events & Adoption, 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
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.
#J-18808-Ljbffr