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Manager, PPAC Customer Care & Operations

March 9, 2026

About the position

The Manager, PPAC Operations & Customer Care is responsible for leading and evolving the customer care experience across PetSmart’s service offerings, including Grooming, Training, PetsHotel, and other in-store and digital services. This role oversees 15+ frontline associates, manages complex customer escalations, and partners cross-functionally to ensure consistent, high-quality resolution of customer issues while protecting the PetSmart brand. The manager is also responsible for leading the admin support team of 1 supervisor and 15+ associates responsible for back-of-house support. The Manager plays a critical role in driving customer satisfaction, operational excellence, and continuous improvement across service and corporate-related customer interactions.

Responsibilities

Customer Care Leadership Lead, coach, and develop Customer Care Associates supporting PetSmart Services and corporate escalations.
Set clear performance expectations aligned to customer satisfaction, quality, and efficiency metrics.
Foster a customer-first culture with strong accountability and engagement.
Admin Support Leadership Lead, coach, and develop Admin Support Associates supporting vet diet authorizations, vaccine processing, and ratings & review responses
Set clear performance expectations aligned to accuracy and efficiency in processing workload
Provide recommendations into how improve current manual processes
Escalations Management Own and resolve high-impact and sensitive customer escalations, including executive, legal, social media, and repeat-issue cases.
Serve as the primary point of contact for complex service-related complaints requiring cross-functional collaboration.
Identify root causes of escalations and implement corrective actions to reduce repeat issues.
Establish and maintain escalation protocols and decision frameworks.
Corporate Customer Care Operations Oversee corporate-level customer care processes for service inquiries, general complaints, and recovery.
Ensure consistent application of policies, service standards, and resolution guidelines.
Partner with Operations, Field Leadership, Legal, Risk, Marketing, and Digital teams to align customer care practices.
Support service pilots, rollouts, and policy changes with customer care readiness and training.
Performance & Continuous Improvement Monitor and analyze key performance indicators (CSAT, NPS, FCR, AHT, escalation rates, repeat contacts).
Drive process improvements based on customer feedback, call/chat data, and trend analysis.
Recommend and implement enhancements to tools, workflows, and training.
Contribute to budgeting, workforce planning, and capacity forecasting.
Customer Advocacy & Brand Protection Act as a voice of the customer for PetSmart Services, surfacing insights and improvement opportunities.
Ensure fair, empathetic, and brand-aligned customer resolutions.
Support enterprise initiatives related to customer experience, loyalty, and retention.

Requirements

Bachelor’s degree or equivalent experience.
5+ years of customer care, contact center, or service operations experience.
2+ years of people leadership experience.
Demonstrated experience managing customer escalations at a corporate or enterprise level.
Strong knowledge of customer experience metrics and performance management.
Excellent communication, judgment, and problem-solving skills.

Nice-to-haves

Experience in retail, services, hospitality, or multi-channel customer care environments.
Familiarity with CRM and case management platforms (e.g., ServiceNow).
Experience partnering with field operations and corporate stakeholders.
Change management or process improvement experience.

Benefits

Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
On-Site Events & Adoptions, 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

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...