Lead, Customer Care Operations

Create a healthier, brighter future for pets, pet parents and people!

If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing, Petco is the place for you.

Our core values capture that spirit as we work to improve lives by doing what's right for pets, people and our planet.

• We love all pets like our own
• We're the future of the pet industry
• We're here to improve lives
• We drive outstanding results together
• We're welcome as we are

Petco is a category-defining health and wellness company focused on improving the lives of pets, pet parents and Petco partners. We are 29,000 strong and operate 1,500+ pet care centers in the U.S., Mexico and Puerto Rico, including 250+ Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers. We're focused on purpose-driven work, and strongly believe what's good for pets, people and our planet is good for Petco.

Duties and Responsibilities:

• Own end-to-end operational performance for assigned business areas-from business group engagement to execution with BPO partner(s)-with delivery responsibilities across the Philippines and India.
• Translate business goals into operational plans and success measures; define and maintain playbooks, SOPs, and change control for assigned areas.
• Lead regular performance reviews with business stakeholders and vendor leadership; drive accountability, track actions to closure, and communicate status, risks, and decisions.
• Reduce inbound contact volume through root cause analysis, defect elimination, policy/process simplification, and self-service/deflection strategies (e.g., IVR, digital, help content, chatbots).
• Improve Customer Satisfaction (including NPS) and Agent Satisfaction through quality mechanisms, coaching through influence, journey refinements, and rapid remediation of negative drivers.
• Synthesize Voice of the Customer (VoC) insights from Salesforce case data, Amazon Connect signals, surveys, QA, and escalation themes; influence partner roadmaps and prioritization.
• Partner with Workforce Management, Training, and Quality to ensure accurate forecasting, staffing readiness, knowledge currency, and calibration across channels.
• Own incident management and service restoration for assigned areas; coordinate with Technology, Product, and BPO operations to resolve issues and communicate customer and business impacts.
• Build and maintain clear dashboards and narratives that illuminate customer pain points and operational health using Amazon Connect and Salesforce datasets.
• Ensure vendor governance including statement-of-work adherence, performance to expectations, change requests, invoice validation, and Quarterly Business Reviews (QBRs).
• Keep current on contact center platforms, analytics, and industry practices; recommend innovations that enhance efficiency and customer experience.
• Works with little to no supervision and exercises significant independent judgment. Often acts as a project lead and may lead, train, assign and check work of associates at vendor partners; may make recommendations on performance and staffing activities.

Minimum Qualifications:

• Bachelor's degree or equivalent practical experience; advanced degree a plus.
• 8+ years of progressive experience in contact center operations, customer care, or service delivery, including 3+ years leading outsourced/BPO operations through influence.
• Proven track record reducing contact volume and improving Customer Satisfaction (including NPS) and Agent Satisfaction.
• Hands-on experience with **Amazon Connect** (telephony/IVR) and **Salesforce** (CRM/case management).
• Ability to translate data into decisions and narratives; proficiency with spreadsheets and dashboards to communicate performance and VoC insights.
• Strong stakeholder management and vendor leadership skills; comfortable influencing senior leaders and large vendor teams without direct authority.
• Continuous improvement mindset (Lean/Six Sigma experience preferred).
• Excellent written and verbal communication with the ability to lead cross-functional and vendor teams across geographies (Philippines and India).

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees assigned to this job (within this classification). It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required for employees assigned to this job.

#LI-AT2

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.

The pay ranges outlined below are presented in accordance with state-specific regulations. These ranges may differ in other areas and could be subject to variation based on regulatory minimum wage requirements. Actual pay rates will depend on factors such as position, location, level of experience, and applicable state or local minimum wage laws. If the regulatory minimum wage exceeds the minimum indicated in the pay range below, the regulatory minimum wage will be the minimum rate applied.

Salary Range: $103,800.00 - $155,700.00

Hourly or Salary Range will be reflected above. For a more detailed overview of Petco Total Rewards, including health and financial benefits, 401K, incentives, and PTO - see https://careers.petco.com/us/en/key-benefits

Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.

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