Associate Program Manager - Vet Health Services bei PetSmart

About the Team:

PetSmart Veterinary Services (PVS) is an independent veterinary ownership model that is rapidly growing inside PetSmart locations in the US and Puerto Rico. PVS provides a complete solution for veterinarians to open their own franchised veterinary practice. Launched in 2022, PVS hospitals connect pet parents with local, trusted veterinarians with convenient veterinarian hospital locations within PetSmart stores. It’s a simple but powerful solution that gives veterinarians ownership and control of their practice while providing high-quality veterinary care.

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:

Position Summary

The Associate Program Manager for Vet Health Services supports the success of PetSmart Veterinary Services’ (PVS) hospital network by coordinating operational processes across new hospital openings, closures, and ongoing franchise support. This role also serves as a key liaison between internal partners, franchise owners, veterinary partners and vendors to ensure seamless execution of Vet Health Services (VHS) programs, adherence to established timelines, and compliance with operational standards.

 

Key Responsibilities

 

Hospital Openings & Closures

• Manage the new hospital opening process, ensuring responsible parties adhere to project scope, established timelines, and tracking requirements within FranConnect.
• Provide regular updates to VHS leadership on portfolio status, identifying potential risks and mitigation plans.
• Oversee the hospital closure process, ensuring internal teams follow critical paths for impacted stores and hospitals.
• Coordinate communication with all internal partners regarding expectations, status updates, and completion of milestones.

 

Hospital Partner Support

• Serve as the primary liaison between PetSmart and FranConnect, acting as the subject matter expert (SME) for system functionality, reporting, and best practices.
• Support franchise partners and other in-store veterinary hospital partners with onboarding, process training, and operational inquiries throughout the hospital lifecycle.
• Collaborate with PetSmart Charities in connection with identifying new non-profit clinics, informational calls, and on-boardings.
• Maintain accurate and up-to-date partner data across internal platforms and shared databases (including hours of operation and field support contacts).

 

Store & Hospital Operations Support

• Manage the VHS departmental mailboxes to ensure timely responses and resolution of inquiries from stores and partner hospitals.
• Review and analyze concerns/complaints submitted through Riskonnect/I2M, partnering with cross-functional teams to resolve issues efficiently.
• Support stores being added to new programs or operational initiatives (e.g., vaccination clinic expansions).

Strategic & Departmental Initiatives

• Partner with Merchandising and Store Strategy & Operations on the execution of Vet Health Diet programs and other cross-functional initiatives.
• Create and distribute operational communications (OpEx) to the VHS department.
• Provide ad-hoc project support for department and enterprise-wide initiatives, collaborating across Real Estate, IT, Legal, and other key stakeholders.

Qualifications

• Bachelor's degree in business administration, Operations Management, or a related field (or equivalent work experience).
• 3+ years of experience in franchise operations, veterinary or healthcare services, or retail operations management.
• Proficiency in FranConnect or comparable franchise management or customer relationship management platforms preferred.
• Project management certifications such as Project Management Professional (PMP) or Certified Associate in Project Management (CAPM) preferred.
• Strong project management, organizational, and communication skills.
• Proven ability to manage multiple priorities in a dynamic, cross-functional environment.

 

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 & 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

 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.

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