Manager, Drop Ship Program

PetSmart

  • Phoenix, AZ
  • Permanent
  • Full-time
  • 1 month ago
About the Team:The Digital team focuses on delivering a superior customer experience on petsmart.com and our mobile app. The team also guides revenue and profit growth for the digital business. Digital team associates focus on delivering initiatives that help our pet parents find and discover products, bring enterprise priorities to life digitally, design new user experiences, build new features and capabilities, and manage key omni-channel programs. We work to showcase our brand digitally through the lens of expertise and love and to provide a personalized experience for our consumers. The team takes a data-driven approach and leverages quantitative and qualitative insights to optimize the experience and make business decisions. About the Location:Collaborative & Flexible Work Environment: We believe in fostering growth, teamwork and creativity in a dynamic workplace. This role is based at PetSmart’s Phoenix Home Office, where associates currently enjoy the benefits of in-person collaboration while having the flexibility to work remotely one day per week (a “flex workday” with leader approval), and an expected four days in the office. At PetSmart, you’ll be part of an engaging and supportive environment designed to help you and our teams thrive. About the Job:Job SummaryThe Manager, Drop Ship Program & Operations at PetSmart is a high-impact leadership role responsible for building, scaling, and optimizing our drop ship program across North America. This role is pivotal to the success of our digital fulfillment and assortment expansion strategies and will play a critical role in defining core processes, enabling seamless customer experiences, and managing key financial and operational outcomes.You will lead the development of PetSmart’s drop ship infrastructure — including vendor integration, performance standards, customer care processes, and system connections — while also being accountable for key financial metrics definition and implementation, including cost per order, system costs, and vendor profitability. This is a strategic and operational role requiring strong business acumen, vendor leadership, cross-functional collaboration, and the ability to work independently while driving innovation and efficiency.Key ResponsibilitiesStrategy Development, Program Building & Enablement
  • Build and define the core drop ship program, including scalable processes, operational workflows, and vendor standards.
  • Lead the fulfillment strategy development for PetSmart’s drop ship capabilities across the U.S. and Canada, aligning with broader digital, assortment, and fulfillment initiatives.
  • Serve as a key partner in the execution of our assortment expansion roadmap, helping source and integrate vendors that support category growth.
  • Define and evolve PetSmart’s digital order fulfillment strategy, including delivery standards, returns processing, and customer care protocols.
Financial Ownership & Performance Management
  • Own and report on key financial metrics, including cost per order, vendor profitability, and system cost efficiency.
  • Partner with Finance to ensure accurate invoice reconciliation, shipping cost analysis, and tracking of fulfillment expenses.
  • Leverage data to identify cost-saving opportunities and margin improvement strategies across the drop ship ecosystem.
  • Establish key performance indicators (KPIs) and develop dashboards to track program health and identify areas for optimization.
Vendor Management & Operational Execution
  • Define and manage vendor SLAs, hold partners accountable for fulfillment accuracy, shipping timelines, and return standards.
  • Contribute to the SKU lifecycle processes, including setup, transitions, discontinuations, and exception handling and work with merchant partners to address issues and opportunities.
  • Lead regular business reviews with key vendors to discuss performance, identify opportunities for growth, and ensure alignment with PetSmart's strategic objectives.
Process Design & Optimization
  • Create and continuously refine business processes for drop ship order management, fulfillment, and vendor operations.
  • Ensure program scalability and compliance by testing vendor standards, validating system integration, and auditing performance regularly.
  • Drive ongoing process improvements focused on cost, speed, and service quality.
  • Identify and drive automation initiatives across the drop ship lifecycle, leveraging technology to improve efficiency and reduce manual intervention.
Cross-Functional Collaboration
  • Act as a primary liaison between vendors and internal stakeholders: Merchandising, MP&A, IT, Customer Experience, Supply Chain, Finance, and Digital Marketing.
  • Partner with the Digital team to support site strategy, SEO execution, and vendor-related traffic and conversion improvements.
  • Define tools and training for Customer Care to manage drop ship inquiries, returns, and escalations with consistency.
Team Leadership (if applicable)
  • Lead, coach, and develop team members responsible for drop ship execution and support.
  • Create a high-performance team environment focused on ownership, innovation, and measurable results.
Qualifications & Skills
  • Bachelor’s degree in Business, Supply Chain, eCommerce, or a related field.
  • 5+ years of experience in eCommerce, vendor operations, supply chain, or digital fulfillment, preferably with experience launching or managing drop ship programs.
  • Proven experience defining new programs and processes with a strong focus on financial outcomes and operational efficiency.
  • Strong understanding of order management systems, distribution logistics, and digital fulfillment operations.
  • Demonstrated ability to own and manage financial metrics, including cost per order, system costs, and vendor performance profitability.
  • Proficiency in analyzing large data sets and translating insights into actionable business recommendations.
  • Excellent cross-functional collaboration and communication skills; capable of influencing at all levels of the organization.
  • Strong project management capabilities, including workload prioritization, timeline management, and results delivery.
  • Passion for digital retail and a customer-first mindset; detail-oriented with a drive for continuous improvement.
  • Experience managing or mentoring a team and leading cross-functional initiatives is a plus.
Why You’ll Love Working Here
  • Lead and scale a core strategic program that’s vital to PetSmart’s digital growth and fulfillment evolution.
  • Help deliver exceptional customer experiences while managing cost, speed, and operational complexity.
  • Collaborate with smart, driven, and pet-loving colleagues in a purpose-led organization.
  • Enjoy competitive pay, strong benefits, and meaningful opportunities to grow your career.
About the Culture:At PetSmart, we work hard to create a culture where and we celebrate the unique stories, backgrounds, and experiences our associates share. These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success.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 just may be the ideal candidate for this role, and if not this one, perhaps another position.Our home office offers outstanding amenities in a fun and rewarding workplace including:
  • Pet friendly environment, bring your pets to work!
  • On-site Dog Park
  • “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
  • “Sit & Stay” Café serving fresh breakfast and lunch options
  • On-site coffee bar
  • “Lil’ Paws” learning center and onsite daycare facility (associate paid)
  • Volunteer events with PetSmart Charities
  • Learn more about #LifeAtPetSmart here:
  • Check out Associate stories and share in some celebrations at PetSmart:
  • Explore PetSmart Benefits here:
  • If you don't already live in the Phoenix area here's a guide to the area:
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.

PetSmart