The Legal & Corporate Affairs team is responsible for safeguarding the company’s reputation, ensuring we are operating with integrity and in line with our strategic initiatives. The Legal team provides high-quality legal services, ensures legal compliance and mitigates risks.  The Corporate Communications team works to execute strategic and effective communication efforts that drive brand awareness, preference and reputation with internal and external stakeholders. In addition, the Corporate Social Responsibility & Belonging teams support the company’s environmental and social commitments with a strong focus on pets, people and the planet.  The collective team supports the overall success and positive reputation of the company.  

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.

Position Summary

The Workers’ Compensation Claims Specialist supports the Risk Management department by developing, executing, and overseeing workers’ compensation claims programs designed to identify loss trends, reduce claim frequency and severity, and drive positive claim outcomes. This role provides oversight of the Third-Party Administrator (TPA) and partners cross-functionally to ensure effective claims resolution, cost containment, and compliance with applicable regulations.

The position requires strong technical knowledge of workers’ compensation principles, regulations, and procedures, along with excellent interpersonal skills, sound judgment, time management, and discretion.

TPA Program Oversight

• Assist in directing the workers’ compensation claims management program, including TPAs and vendors, to ensure timely, quality claimant care and appropriate financial reserve practices.
• Monitor TPA and ancillary service provider performance to ensure contractual compliance and achievement of established service level agreements (SLAs), metrics, and performance expectations.
• Oversee the TPA Associate Claim Advocate to support an advocacy-based workers’ compensation program, including regular touch-base meetings, strategy discussions, and input into performance evaluations.

Claims Analysis

• Identify, evaluate, and assess the probability and severity of losses on claims at risk of adverse development.
• Analyze claim trends and provide findings and recommendations to Risk Leadership.
• Utilize TPA claims systems and RMIS platforms to develop dashboards, review and validate claim data, and maintain accurate claim reporting.

Claims Program Administration and Strategy

• Manage the full Transitional Duty program and provide strategic recommendations for the Return-to-Work program.
• Support Stores and Distribution Centers with workers’ compensation-related questions and activities.
• Collaborate with field leadership to ensure consistent application of Transitional Duty guidelines and monitor associate progress and compliance.
• Authorize claim settlements and reserve increases within assigned authority levels.
• Support the development, implementation, and monitoring of cost-containment strategies to prevent and minimize losses.
• Travel required for approximately five business trips annually for claim reviews and conferences.

Claims Program Business Alignment

• Partner with Risk Management, Human Resources, and Safety/Loss Prevention teams to ensure alignment on workers’ compensation activities.
• Collaborate with the Senior Claims Manager and TPA to provide internal training and guidance on best practices, state law compliance, and program updates.
• Confirm and communicate approved medical provider networks and provide associate training as needed.

Required Knowledge and Skills

• Excellent written and verbal communication skills.
• High level of discretion and ability to maintain confidentiality.
• Thorough working knowledge of workers’ compensation claims management and procedures.
• General understanding of workers’ compensation laws and regulations.
• Strong analytical skills with the ability to compile, organize, and present data.
• Ability to work effectively in a team-oriented, cross-functional environment.
• Proven ability to manage multiple priorities and coordinate information efficiently.
• Proficiency with software applications and the ability to troubleshoot system issues.
• Experience with other claims lines (e.g., property, cargo, general liability) is a plus but not required.

• Proficient in Microsoft Office applications.
• Ability to quickly learn and effectively use TPA claims systems and RMIS platforms.

Qualifications, Training, and Education

• Bachelor’s degree preferred, or Associate’s degree with insurance-related coursework.
• Minimum of three (3) years of experience working with a Third-Party workers’ compensation Claims Administrator.
• An equivalent combination of education and experience may be considered.
• Claims Adjuster designation preferred.

• 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.