Operations and Communications Specialist - Hybrid

The Operations and Communications Specialist is responsible for the content of all communications from PSP Group headquarters to field leaders, stores, and franchise owners. This includes the administration, gatekeeping, and scheduling of communications through the Store Ops Center portal, as well as the creation and maintenance of Standard Operating Procedures. Additionally, this role is responsible for gathering key updates from across the organization and developing a prepared presentation deck to be delivered to various audiences, including senior leadership and field teams. The Operations and Communications Specialist provides operational support for all company initiatives to ensure the overall success of PSP Group.

PRIMARY RESPONSIBLITIES/QUALIFICATIONS

• Gatekeep all messages, tasks, documents, and store communications distributed to the field by thoroughly reviewing for content, clarity, spelling, and grammar.
• React quickly to urgent store communication requests, which may occasionally require attention during off-hours.
• Administer the Store Ops Center communication portal, including user management, updating store alignments, and managing dashboard content.
• Ensure Standard Operating Procedures (SOPs) are up to date, correctly formatted, and easily searchable on the Store Ops Center.
• Gather and organize updates from all departments to share with field leaders on the weekly operations and quarterly franchise business update calls.
• Administer the store audit system, including content management and reporting for field use.
• Administer the customer satisfaction survey platform, including user and location maintenance, and regularly pull and distribute reports for field leadership.
• Respond to and resolve all Store Operations support tickets daily.
• Support all operational needs for both brands (Pet Supplies Plus and Wag N Wash).

POSITION REQUIREMENTS

• Bachelors Degree in communication related field preferred
• 1+ years’ experience in communications, operations, or training-related fields preferably in a retail or customer service environment.
• Solid analytical, problem-solving and customer interaction skills.
• Exceptional verbal and written communication skills.
• Highly organized with the ability to manage multiple assignments simultaneously.
• Ability to learn quickly and work independently with minimal supervision.
• Excellent skills with MS Office programs (Word, Excel, PowerPoint, Outlook)
• Strong customer service orientation.

#LI-SQ1

Pet Supplies Plus is focused on making it easier to get better products for your pet. With over 730 locations in 44 states, the stores have a streamlined design making it easy to navigate a wide assortment of natural foods, hard goods and pet services. Friendly, knowledgeable staff get to know each pet and their owner by name and provide playful store experiences to remind them just how fun it is to own a pet. Pet Supplies Plus stores are large enough to house an incredible variety of food and equipment, yet small enough to still feel neighborly.

Pet Supplies Plus is ranked No. 21 overall in Entrepreneur Magazine's 2024 Franchise 500® list and is the Top Full-Service Pet Supplies Franchise for its exceptional performance in areas including financial strength and stability, growth rate and system size. For more information, please visit www.petsuppliesplus.com. 

EOE STATEMENT

We provide equal employment opportunities to all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment.