Why are we in search of a Manager, Service Operations (MSO)?We are seeking someone (YOU) to join Petco that is passionate about assisting our Pet Care Center (PCC) teams with all thing's pet services. As the key "right hand" to the Market team (MGM, DGM, GMs and Store PCC Partners), the MSO is accountable for assisting in all aspects of the Market Services businesses including partner and guest experience, services staffing and services program implementation. This leader drives their business through a focus on key result areas which include but are not limited to: Total Field Services Growth, Grooming Sales, Dog Training, Salon Safety Compliance, Power Rank, Grooming Margin, Vetco, Staffing and Turnover. If you are passionate about helping grow and develop Pet Services initiations, tactically assisting our teams with day-to-day operations, and making an impact to the lives of pets and pet parents then we want you!
Responsibilities- Monitors and contributes to the following key components of the business: (50%)
- Revenue and profitable year over year growth and alignment to the monthly budget and targets.
- Proactive review and monitoring salon productivity for all groomers and GSLs and strategies to close productivity gaps to target.
- Holistic management of salon labor (e.g., review of schedules, adherence to scheduling guidelines, and assessment of actual verses scheduled stylists relative to performance targets).
- Active review of customer satisfaction trends in iPass and NPS with action planning for declining or problematic trends.
- Coach and train teams on best practices related to salon solutions and attachments.
- Support and drive maintenance issues escalation activities.
- Measurement and improvement of salon safety trends and direct involvement in Salon safety and severity opportunities in assigned areas.
- Ensure all salons are meeting their individual staffing models based on salon staffing matrix and proactively confirm roles are posted, actively managed by Grooming Salon Leaders, and review retention trends. (25%)
- Maintain and build strong cross-functional partnership with Field (MD, DM, GM, SM, and all Services partners) and Support Center partners, including but not limited to: Maintenance, Payroll, HR, LP, Marketing, Sales, and all other teams. (15%)
- Conduct on-site field visits to assigned market in support of regional and local strategy execution. Organize individual or join market staff visits to help support the development of the business while providing meaningful feedback and support. (10%)
Qualifications and Competencies:- 5-7 years of experience leading and influencing in high-volume, fast-paced multi-unit retail or hospitality environment
- Demonstrated leadership with at least 5 years of experience creating inclusive, safe, and positive work environments, fostering innovation, collaboration, and action planning to improve employee experience.
- Proven ability to influence employees at all levels, from senior leadership to front-line staff, recommending solutions that align with business strategy and goals.
- Experience leading macro strategies based on market insights, collaborating cross-functionally and with key stakeholders to gain buy-in for localized approaches.
- Strong prioritization and organization skills, comfortable managing multiple priorities and commitments to customers and business partners
- Ability to adapt quickly to changing priorities and business needs, demonstrating resilience and flexibility in dynamic environments.
Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. 
