Overview

The Pet Care Support Specialist is responsible for advancing consistent, high-quality pet care standards across the organization. This role provides support for pet care training, new store development, existing store operations, and compliance efforts while serving as a subject matter expert in animal care, protocols, and processes. The Pet Care Support Specialist partners closely with field leadership, the CDL team, and cross-functional stakeholders, reports to the Director of Live Pet Care, and requires frequent travel to support stores and audit pet partners

Responsibilities/Qualifications

Success for a Pet Care Support Specialist will be measured by consistent execution of pet care standards across stores, including: 

• Consistent execution of pet care standards across stores.
• Strong audit outcomes and measurable compliance improvements.
• Effective training adoption and engagement across store teams.
• Clear, actionable communication and well-defined, scalable processes.

Pet Care Support Specialist key responsibilities include:

Pet Care Training & Education

• Lead the development, execution, and continuous improvement of pet care training programs.
• Support onboarding and ongoing education for store teams and leadership.
• Ensure training materials align with company standards, protocols, and regulatory requirements.

New Store Development

• Support pet care readiness for new store openings, including habitat setup, care standards, and training execution.
• Partner with cross-functional teams to ensure pet care standards are met prior to and following store openings.
• Coordinate vendor orders and CDL training assignments

Store Communications & Support

• Provide ongoing pet care guidance and issue resolution support to existing stores.
• Partner with field leadership to address opportunities, risks, and corrective actions related to pet care.
• Develop and distribute clear, consistent pet care communications to store teams.
• Ensure updates to standards, protocols, and expectations are effectively communicated.

Audit & Compliance

• Audit pet partners and store locations to ensure compliance with pet care standards, protocols, and applicable regulations.
• Document audit findings, communicate expectations, and support corrective action planning.
• Track and report trends, risks, and improvement opportunities.

CDL & Cross-Functional Partnership

• Support the CDL team and internal partners by providing reporting & expertise for programs and initiatives.
• Align pet care strategies with operational priorities and store execution.

Protocol, Content & Process Development

• Create, maintain, and update pet care protocols, care guides, and standard operating procedures.
• Develop scalable content and processes that drive consistency and compliance across all stores.

PAWsome Pet Care Support Specialist candidates will have:

• 3–5 years of experience in pet care, veterinary support, or specialty retail operations preferred.
• Knowledge of and demonstrated passion for exotic pet care, husbandry, and welfare.
• Experience supporting field operations, training programs, or audits.
• Excellent verbal and written communication skills. Strong organizational, analytical, and problem-solving skills.
• Ability to influence and collaborate across teams without direct authority.
• Highly organized with the ability to manage multiple assignments simultaneously.
• Willingness and ability to travel up to 50% of the time.
• Proficient in Microsoft Excel, PowerPoint, and Word.

Why Us:

• Health, Dental, Vision & Disability Plans
• Health & Flexible Savings Accounts (Full-Time)
• 401k
• Paid Time Off
• Employee Discounts
• Career Development

About Company

Pet Supplies Plus is focused on making it easier to get better products for your pet. With 750+ 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. 31 overall in Entrepreneur Magazine's 2026 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. 

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