Platform Owner

About the position

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. This role works in our Phoenix Home Office - visa sponsorship is not available for this role. We are seeking a Platform Owner to lead the strategy and optimization of Customer Care technology platforms. This role will drive the evolution of support tools by leveraging data, automation, and AI-driven solutions (e.g., virtual agents, intelligent routing) to improve customer experience and agent efficiency. The ideal candidate combines expertise in customer care platforms (ServiceNow, Zendesk, Decagon, etc.) with strong technical and analytical skills. You will partner with business and technology teams to deliver scalable, integrated solutions and continuously enhance platform performance through data-driven insights and innovation.

Responsibilities

  • Platform Ownership & Strategy: Own the roadmap, strategy, and performance of Customer Care platforms, aligning capabilities with business goals and evolving customer expectations.
  • Customer Care Tools & Operations: Manage and optimize platforms such as ServiceNow, Zendesk, Decagon, or similar, supporting case management, omnichannel interactions, and agent workflows.
  • AI & Automation Enablement: Drive adoption of AI-powered capabilities including chatbots, virtual agents, and intelligent routing to improve resolution times, deflect contacts, and enhance customer experience.
  • Data & Insights: Leverage platform data and analytics to enable contact center capabilities, improve agent effectiveness, and support data-driven decision-making.
  • Delivery & Execution: Lead end-to-end delivery of platform enhancements, integrations, and new capabilities in partnership with engineering and product teams.
  • Stakeholder Collaboration: Partner with Customer Care, Operations, Product, and Technology teams to gather requirements, prioritize initiatives, and deliver scalable solutions.
  • Technical & Integration Oversight: Collaborate with engineering teams on APIs, integrations, and data flows to ensure seamless connectivity across systems.
  • Risk & Issue Management: Proactively identify risks and manage issues to ensure platform stability and performance.

Requirements

  • Bachelor’s degree in computer science, Information Systems, Business, or a related field (or equivalent experience).
  • 5+ years of experience in Customer Care, Contact Center technology, or related roles.
  • Hands-on experience with Customer Care platforms such as ServiceNow (SNOW), Zendesk, Decagon, or similar tools.
  • Strong understanding of customer support workflows, case management, and omnichannel support models.
  • Experience working with data, dashboards, and reporting to drive insights and performance improvements.
  • Exposure to AI-driven customer support solutions such as chatbots, virtual agents, or automation tools.
  • Technical background with experience in integrations, APIs, or platform configurations.
  • Excellent communication and stakeholder management, serving as a key link between technology teams and business partners.
  • Familiarity with CRM systems and customer data platforms.
  • Experience working in Agile environments.

Benefits

  • 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
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...