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.

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.

The Senior Director of Operations, Veterinary Services, will lead the operational strategy and execution for veterinary services across locations nationwide. This role is responsible for ensuring clinical and operational excellence, fostering effective relationships with franchise partners, and delivering a consistent, high-quality client and pet experience. The ideal candidate possesses in-depth expertise in multi-site healthcare or veterinary operations, experience supporting franchised and/or joint-venture businesses, and a passion for delivering exceptional service in a mission-driven environment.

Key Responsibilities:

• Operational Leadership:
  Oversee the day-to-day operations of veterinary hospitals within locations, ensuring alignment with service, safety, compliance, and customer care standards.
• Franchise Consulting & Enablement:
  Serve as a strategic advisor to hospital operators, offering operational guidance and support related to hospital performance, staffing models, customer service, and adherence to brand and regulatory standards.
• Client & Customer Experience:
  Champion a pet- and client-first culture by ensuring that all veterinary services deliver compassionate, consistent, and professional care—partner with internal teams to implement customer experience standards, client feedback loops, and service recovery models.
• Field Team Management:
  Lead a geographically dispersed team of field leaders, ensuring they are equipped to support both operational performance and customer satisfaction initiatives at the hospital level.
• Strategic Implementation:
  Partner with executive leadership on the rollout of strategic initiatives, including new hospital openings, service expansions, and brand-aligned experience improvements.
• Financial Stewardship:
  Manage P&L performance for hospitals. Support hospital operators with operational benchmarking and business planning to drive sustainable growth and profitability.
• Regulatory & Clinical Compliance:
  Ensure all veterinary operations meet or exceed state, federal, and company standards for veterinary care, safety, and documentation.
• Cross-Functional Collaboration:
  Collaborate with Store Operations, Real Estate, Marketing, HR, Legal, and Customer Experience teams to support the seamless integration of veterinary services into the broader retail environment.

Qualifications:

• 10+ years of progressive leadership experience in operations, preferably within veterinary and/or healthcare services, multi-site operations, or franchised consumer services
• Demonstrated experience advising or supporting franchisees, joint-venture operations and/or independent operators
• Proven track record of driving customer experience initiatives in a clinical or retail environment
• Bachelor’s degree in Business, Healthcare Administration, or related field; MBA or similar advanced degree preferred
• Deep financial acumen, including P&L management and budget forecasting
• Ability to lead and inspire cross-functional and geographically distributed teams
• In-depth understanding of veterinary industry operations, clinical workflows, and regulatory standards
• Exceptional interpersonal and communication skills with the ability to build credibility and trust with both internal teams and external partners
• Passion for pets and a shared commitment to advancing accessible, high-quality veterinary care

• 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.

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.