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PetSmart, Inc. Lead Product Manager - Loyalty in Phoenix, Arizona

About the Team

The Customer Experience (Marketing) team works to showcase our brand through the lens of expertise and love. They work to provide a personalized experience for our consumers backed by best-in-class, data-driven marketing capabilities. The Customer Experience team focuses across 4 departments including, Marketing, Creative, Communications, and our Loyalty & CRM team. Everyone brings his or her own point of view to create a unique experience for the pets and pet parents.

About the Job

We are undergoing an exciting evolution in our loyalty and personalization space and we are looking for the right driven, collaborative, relentlessly unsatisfied individuals to be part of that journey with us.

We are seeking a Lead Product Manager to help lead this teams transformation and collaboration between IT and the Business owners. The Lead Product Manager, reporting to the Director of Loyalty, will shape the process, roadmap and deployment of key capabilities and enhancements with partnership from various stakeholders.

What You’ll Do:

  • Lead and develop overall product roadmap and strategy.

  • Lead and develop strategic and tactical initiatives to transform the customer experience and maximize sales.

  • Lead the implementation, change management, and partner training of new marketing technologies.

  • Lead the collaboration of cross-functional teams to determine initiative goals, business value and business requirements.w

  • Lead strategy with Operations, Learning & Development and the Customer Call Center to operationalize the launch of new products and initiatives.

  • Collect and synthesize customer research and data for proposed initiatives and independently provide alterations to strategies based on these findings.

  • Work with architects and product owners to refine business requirements.

  • Partner with business team, digital experience and UX/UI teams to create designs that meet the business requirements.

  • Build or work with cross-functional partners to create reporting to understand the impact of delivered features. (Microstrategy, Google Analytics, etc.).

  • Identifies ways to further improve in the Digital, Instore and outbound vehicles space for our loyalty members.

  • Own relationships with the vendors that may be required to support the new benefits, features, and partnerships.

  • Help lead the transition from waterfall to SAFe without allowing process to get in the way of delivering business value and shifting priorities.

    What You Need:

  • 5+ years of experience IT and/or product management experience or 5+ years of loyalty/CRM experience with at least 2+ years of IT and/or product management experience. 7+ years of experience preferred.

  • Proven intellectual horsepower. Superior abstract reasoning and analytical skills. Creative thinker who finds innovative solutions to obstacles.

  • Data focused and fast decision maker. Relentless driver of rapid iteration, always considering the user experience

  • Team player and leader who creates loyalty, trust, and following. Highly collaborative in a cross-functional environment

  • Ability to operate effectively in both tactical and strategic capacities - You can comfortably adjust your altitude and roll-up your sleeves as needed

  • Effective communicator, both written, verbal and through presentations. Articulates concepts in a clear, structured and succinct manner, adjusted for the audience

  • Extremely accountable to driving the right outcome – even if it goes beyond their role and scope

  • Results-driven with bias for action and commitment to excellence. Acts with a sense of urgency.

  • A believer in returned authority – both to themselves and to others

  • Evidence of exceptional performance or accomplishments

  • Agile & Servant Leader DNA

  • Experience in SAFe preferred but not required

  • BS/BA degree required

About the Culture

Our home office offers outstanding amenities in a fun and rewarding workplace including:

  • Pet friendly environment, bring your pets to work!

  • A work-life balance and family events such as movie nights, art events and holiday festivals

  • “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers

  • “Sit & Stay” Café serving fresh breakfast and lunch options

  • Starbucks cart—productivity at its finest!

  • “Lil’ Paws” learning center and onsite daycare facility

  • 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:

This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided a copy of a job description for the actual position you are hired in to. PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national or ethnic origin, disabilty, as well as any other characteristic protected by federal, provincal or local law. Applicants must be over the age of 18. The employer will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.