PetSmart Store Support Group, Inc.
Site Reliability Engineer Manager - eCommerce and MarTech
PetSmart Store Support Group, Inc., Phoenix, Arizona, United States, 85003
About the Team
It’s an exciting time in technology, and that buzz is felt throughout PetSmart! We are continuing to grow at a faster pace and we want to continue to provide best-in-class experiences for pets and pet parents.
Our Technology team has 6 different departments: Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain.
Whether it’s online or in our stores, the work that the IT team does is instrumental in PetSmart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.
About the Location 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.
About the Job SRE Manager - eCommerce and MarTech This role works in the Phoenix Home Office - visa sponsorship is not available for this role.
PetSmart is at a key inflection point on its Digital journey. We are accelerating our Digital transformation roadmap to ensure we keep delighting our Pet Parents as we embark on new change journeys such as sustainable AI adoption throughout the organization in a holistic manner, that fast-tracks our success in the industry. As part of this effort, we are looking for an experienced hands‑on technical Site Reliability Engineering (SRE) leader, who is excited by this opportunity to chart and enact our vision for the future!
In this role, you will be responsible for maturing a nascent operations capability, applying software engineering principles to IT operations, automating manual tasks to build and maintain a highly available, reliable and scalable set of our customer‑facing Digital Properties (PetSmart.com, Android and iOS mobile apps, Marketing Technology and supporting Services). You will bridge the gap between software development and operations domains, to improve system availability, minimize outages and ensure faster recovery, by applying system observability, problem analysis, automation and best practices. You will lead incident response, change management, capacity planning, and improvements in developer tooling and automation initiatives. You will manage department success by setting clear service‑level indicators (SLIs), objectives (SLOs) and agreements (SLAs), and balance system reliability with innovation, improved collaboration and supporting modern, complex infrastructure. As a SRE Manager within PetSmart Technology organization, you will be based in Phoenix, Arizona.
Responsibilities
Building, developing and retaining a high‑performing team of software engineers, systems analysts, vendor partners and create an environment where they can thrive and succeed by providing technical guidance to draw out their best work.
Ensuring quality in every deliverable, creative thinking, strong problem solving, and the ability to collaborate with other cross‑functional teams, in a fast paced environment.
Drive major incident management to restore order and run structured blameless RCAs to learn from these issues and raise the performance bar.
Innovate and find opportunities and drive automation efforts across various platform and applications. Actively participate in architectural and functional design, implementation and troubleshooting sessions. Spearhead designing and implementing comprehensive monitoring for applications, integrations and anomalies, integrate systems into CI/CD pipelines and systems performance measurement.
Act as the primary point of contact for eCommerce and MarTech Systems availability and reliability requirements.
Collaborate with customer service teams to ensure seamless customer services, high customer satisfaction, and resolve issues quickly.
Manage our managed service partner relationships, ensuring alignment with internal operational standards, enforcing SLA compliance, and executing strategic plans to transition capabilities in‑house when appropriate.
Hold vendors accountable for performance and service delivery, ensuring adherence to contractual obligations and the provision of high‑quality, SLA‑compliant support.
Qualifications
At least 10+ years of prior demonstrated experience in a Site Reliability Engineering, DevOps, or an Infrastructure‑focused role.
5+ years of experience leading and managing high performance SRE teams.
Bachelor or Masters or equivalent experience in Computer Science or other related field.
Proven track record in leading sophisticated SRE projects, enterprise services at a large scale.
Strong analytical, troubleshooting and problem solving skills.
Have deep technical knowledge on distributed systems and cloud computing, modern web services architectures, security platforms and can quickly understand and respond to peer teams' needs.
Hands on experience with monitoring and data analysis tools (e.g., Prometheus, Splunk, Grafana, Cloudwatch).
Good fundamentals on Release Management & continuous Integration.
Ability to communicate with large cross‑functional teams about various engineering topics such as system architecture, detailed design, APIs, project schedules etc.
Ability to make right trade‑off choices when dealing with functional complexity, conflicting priorities and aggressive schedules.
Represent the team and remove hurdles to enable each team member to operate at the highest level of efficiency and productivity.
Ability to hire, mentor and manage the performance of a mid to large team.
Ability to connect with senior executives and business stakeholders.
A learning attitude to continuously improve self, team and the organisation.
Ability to work under pressure and manage difficult situations in a fast‑paced work environment.
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.
About the Culture 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.
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Our Technology team has 6 different departments: Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain.
Whether it’s online or in our stores, the work that the IT team does is instrumental in PetSmart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.
About the Location 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.
About the Job SRE Manager - eCommerce and MarTech This role works in the Phoenix Home Office - visa sponsorship is not available for this role.
PetSmart is at a key inflection point on its Digital journey. We are accelerating our Digital transformation roadmap to ensure we keep delighting our Pet Parents as we embark on new change journeys such as sustainable AI adoption throughout the organization in a holistic manner, that fast-tracks our success in the industry. As part of this effort, we are looking for an experienced hands‑on technical Site Reliability Engineering (SRE) leader, who is excited by this opportunity to chart and enact our vision for the future!
In this role, you will be responsible for maturing a nascent operations capability, applying software engineering principles to IT operations, automating manual tasks to build and maintain a highly available, reliable and scalable set of our customer‑facing Digital Properties (PetSmart.com, Android and iOS mobile apps, Marketing Technology and supporting Services). You will bridge the gap between software development and operations domains, to improve system availability, minimize outages and ensure faster recovery, by applying system observability, problem analysis, automation and best practices. You will lead incident response, change management, capacity planning, and improvements in developer tooling and automation initiatives. You will manage department success by setting clear service‑level indicators (SLIs), objectives (SLOs) and agreements (SLAs), and balance system reliability with innovation, improved collaboration and supporting modern, complex infrastructure. As a SRE Manager within PetSmart Technology organization, you will be based in Phoenix, Arizona.
Responsibilities
Building, developing and retaining a high‑performing team of software engineers, systems analysts, vendor partners and create an environment where they can thrive and succeed by providing technical guidance to draw out their best work.
Ensuring quality in every deliverable, creative thinking, strong problem solving, and the ability to collaborate with other cross‑functional teams, in a fast paced environment.
Drive major incident management to restore order and run structured blameless RCAs to learn from these issues and raise the performance bar.
Innovate and find opportunities and drive automation efforts across various platform and applications. Actively participate in architectural and functional design, implementation and troubleshooting sessions. Spearhead designing and implementing comprehensive monitoring for applications, integrations and anomalies, integrate systems into CI/CD pipelines and systems performance measurement.
Act as the primary point of contact for eCommerce and MarTech Systems availability and reliability requirements.
Collaborate with customer service teams to ensure seamless customer services, high customer satisfaction, and resolve issues quickly.
Manage our managed service partner relationships, ensuring alignment with internal operational standards, enforcing SLA compliance, and executing strategic plans to transition capabilities in‑house when appropriate.
Hold vendors accountable for performance and service delivery, ensuring adherence to contractual obligations and the provision of high‑quality, SLA‑compliant support.
Qualifications
At least 10+ years of prior demonstrated experience in a Site Reliability Engineering, DevOps, or an Infrastructure‑focused role.
5+ years of experience leading and managing high performance SRE teams.
Bachelor or Masters or equivalent experience in Computer Science or other related field.
Proven track record in leading sophisticated SRE projects, enterprise services at a large scale.
Strong analytical, troubleshooting and problem solving skills.
Have deep technical knowledge on distributed systems and cloud computing, modern web services architectures, security platforms and can quickly understand and respond to peer teams' needs.
Hands on experience with monitoring and data analysis tools (e.g., Prometheus, Splunk, Grafana, Cloudwatch).
Good fundamentals on Release Management & continuous Integration.
Ability to communicate with large cross‑functional teams about various engineering topics such as system architecture, detailed design, APIs, project schedules etc.
Ability to make right trade‑off choices when dealing with functional complexity, conflicting priorities and aggressive schedules.
Represent the team and remove hurdles to enable each team member to operate at the highest level of efficiency and productivity.
Ability to hire, mentor and manage the performance of a mid to large team.
Ability to connect with senior executives and business stakeholders.
A learning attitude to continuously improve self, team and the organisation.
Ability to work under pressure and manage difficult situations in a fast‑paced work environment.
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.
About the Culture 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.
#J-18808-Ljbffr