Job Description

Overview

Are you looking to build a career in Marketing? Do you have strong organizational and communication skills? Are you nuts about pets? This could be the place for you - come work in the neighborhood you love!

The Senior Marketing Operations and Support Specialist is a senior operational partner responsible for helping strengthen and scale the Marketing Operations function. The role supports accurate marketing execution, owns end-to-end coupon operations and related offer support, resolves assigned Store Support tickets and complex escalations, and provides reliable reporting and operational visibility to the Marketing Support and Operations Manager.

The role works across Marketing and its cross-functional partners to clarify processes and ownership, improve handoffs, standardize and document critical work, and identify opportunities for greater efficiency and automation. Through strong judgment, structured problem-solving, and consistent follow-through, this position helps reduce manual effort, improve operational accuracy, and build sustainable processes that support Marketing, stores, and partner teams.

The position also supports specialized operational work—including store lifecycle updates, Marketplace fulfillment, California Consumer Privacy Act (CCPA) and other applicable consumer privacy requests, fraud-review coordination, and store communications—and serves as a subject-matter expert for complex Store Support issues involving Marketing programs, coupons, customer records, orders, and supporting systems.

Responsibilities/Qualifications

Marketing Operations Function Development, Documentation, and Improvement

• Help define and document the scope, ownership, standards, and working model for Marketing Operations and Support as the function is rebuilt.
• Translate manager direction into organized action plans and maintain visibility into owners, dependencies, milestones, risks, and follow-up.
• Identify manual work, delays, unclear handoffs, ownership gaps, and system limitations and support practical workflow, automation, reporting, training, and documentation improvements.
• Gather, document, and validate business requirements for process, reporting, system, and automation improvements and partner with technical teams to support testing, implementation, and adoption.
• Build and maintain standard operating procedures, templates, intake requirements, onboarding materials, cross-training plans, and backup coverage for critical processes.
• Support implementation of approved improvements and verify that updated practices are communicated, adopted, and sustained.
• Partner across Marketing—including Marketing Technology, Creative, Email, SMS, Direct Mail, and campaign teams—and with Store Operations, Merchandising, stores, franchise partners, technology teams, and vendors to clarify ownership, improve handoffs, surface operational risks, and sustain agreed changes.

Marketing Execution and Store Communications

• Support assigned campaign, promotion, signage, and store-activation work by confirming requirements and system setup and escalating gaps that could affect launch.
• Partner with Store Operations on clear, accurate store communications and training materials for new or updated Marketing processes, programs, tools, and requirements.
• Maintain current work-management records for assigned tasks, owners, due dates, status, dependencies, and completion details.

Coupon and Offer Operations

• Own coupon operations end to end, including intake, requirements validation, creation, setup, approvals, testing, launch coordination, maintenance, troubleshooting, and retirement.
• Maintain the coupon and promotions calendar and authoritative offer documentation, including codes, eligibility rules, channel restrictions, effective dates, and approvals.
• Standardize and improve the coupon process by reducing manual work, strengthening controls and testing, increasing visibility, and supporting automation.
• Support testing and validation of coupon, system, workflow, and process changes to ensure requirements are met and operational impacts are understood before implementation.
• Resolve coupon defects and Store Support issues and partner with Marketing Technology, eCommerce, and operational teams on system limitations and recurring problems.

Operational Reporting and Manager Support

• Maintain reliable reporting for coupon operations, Store Support volume, aging, resolution time, escalations, SLA attainment, recurring issues, and other operational work as applicable.
• Provide the Marketing Support and Operations Manager with concise updates on workload, risks, blocked dependencies, decisions needed, trends, and recommended next steps.
• Maintain visibility into operational priorities, risks, dependencies, and improvement initiatives to support informed decision-making and resource planning.
• Use operational data to identify improvement opportunities, monitor outcomes, and inform efficiency and automation priorities.

Store Support Ticket Resolution and Escalations

• Investigate and resolve assigned Marketing Store Support tickets and complex escalations within established response expectations, SLAs, procedures, controls, and approval requirements.
• Research issues across Marketing programs, coupons, customer records, orders, point of sale, supporting systems, and loyalty or rewards matters routed for Marketing Support assistance.
• Provide clear resolutions, maintain accurate ticket status and documentation, engage the correct partner teams, and escalate exceptions, material risks, priority conflicts, or issues outside the role’s authority.
• Identify recurring themes, system defects, training needs, process gaps, and automation opportunities and report recommendations to the Marketing Support and Operations Manager.

Specialized Operational Responsibilities

• Support suspected fraud reviews, approved refunds, and related account actions by researching activity, documenting findings, and coordinating with Loss Prevention or other appropriate owners
• Execute approved California Consumer Privacy Act (CCPA) and other applicable consumer privacy requests across required systems, coordinate dependencies, verify completion, and retain appropriate documentation in accordance with established procedures.
• Support store openings, transitions, and closures by updating systems, tools, access, and reference records that use or provide store information.
• Coordinate Marketplace fulfillment issues with stores, including locating, releasing, or canceling orders, escalating platform defects, and confirming resolution.

Qualifications

Required

• Four or more years of relevant experience in marketing operations, marketing support, retail store support, business operations, or a comparable operational role; a bachelor’s degree in marketing, Business, Operations, Communications, or a related field may substitute for a portion of the experience requirement when combined with relevant professional, internship, or project experience.
• Experience supporting retail coupon, promotion, or offer operations, including setup, testing, troubleshooting, quality control, or launch support.
• Demonstrated ability to investigate issues across multiple systems, reconcile information, identify root causes, and coordinate resolution across teams.
• Experience identifying process gaps, reducing manual work, and supporting workflow, reporting, system, automation, or operational improvements.
• Experience creating and maintaining operational documentation, including standard operating procedures, process documentation, templates, training materials, or testing resources.
• Strong analytical, organizational, communication, and follow-through skills, including proficiency with Microsoft Excel and the ability to manage multiple priorities while maintaining accuracy and attention to detail.

Preferred

• Franchise, multi-unit retail, or distributed store-operations experience.
• Experience using Microsoft Dynamics 365 or comparable CRM, ticketing, order-management, fulfillment, reporting, or operational systems.
• Experience gathering business requirements, conducting user acceptance testing, validating system changes, or supporting process automation initiatives.
• Exposure to fraud reviews, chargebacks, refunds, loss-prevention processes, California Consumer Privacy Act (CCPA) or other consumer privacy requests, or related operational processes.
• Familiarity with workflow automation or low-code tools, such as Microsoft Power Automate.

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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