Product Quality Specialist

Location: Phoenix, Arizona, United States

It's no surprise people are passionate about the health and happiness of their pet and our Merchandising (buying) team is no different. When it comes to the products and solutions in our stores, our incredible teams of merchandising associates have everything covered – from head to tail! From keeping up with the top trends to developing new, innovative solutions, our buyers help ensure every pet parent can find exactly what their pet needs at PetSmart. Join our team and show your love for pets by creating products as special as pets themselves!

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.

We are the Proprietary Brands Quality and Compliance Team. We ensure that PetSmart products are safe, compliant and perform well for our customers and their pets. We do this by building and managing product standards, fostering a rigorous supplier quality management program, and driving product & process improvements.  The Product Quality Specialist will be responsible to the following:

Summary:

• Continually build and maintain product quality standards that are in line with applicable safety, regulatory and internal requirements.
• Work with Product Formulation & Design, Brand Management and Buying teams to identify product quality performance expectations by brand and category.  Support by building out product testing protocols, establishing critical to quality attributes, and identifying critical to quality manufacturing controls.
• Regularly meet with the Brand & Product Design teams to discuss new or changing products and offer insight on product quality from online customer reviews, customer complaints and store feedback.
• Work with Domestic & Global Sourcing teams to ensure vendors have the right manufacturing capabilities and controls to consistently deliver quality product.
• Partner with Design, GSQA and vendors to perform root cause analysis and implement corrective action preventative actions (CAPA) for trending quality issues. Review and provide follow up on failed product testing and inspections.
• Work with 3^rd party Labs on protocols, product testing, product inspections and consulting.
• Track, report and elevate trending significant product issues.

Essential Functions:

• Assess supplier technical capability
• Determine new testing protocols
• Disposition product testing/inspections
• Benchmark products against competition to establish quality standards
• Troubleshoot product technical issues (electrical, mechanical, material)
• Execute root cause analysis and corrective action plans
• Investigate customer complaints
• Create solutions as a part of the technical team

Requirements:

• Bachelor's degree or related work experience
• Root Cause Analysis experience
• Proficient with ANSI standards
• Problem solving/analysis
• Self-Starter
• Results Oriented
• Passion for Pets and People

Nice to Haves:

• Six Sigma Lean Certification a plus
• Experience in apparel/molding
• Experience working with EPA & CPSC

• 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.

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.

Responsibilities

We are the Proprietary Brands Quality and Compliance Team. We ensure that PetSmart products are safe, compliant and perform well for our customers and their pets. We do this by building and managing product standards, fostering a rigorous supplier quality management program, and driving product & process improvements.  The Product Quality Specialist will be responsible to the following:

Summary:

• Continually build and maintain product quality standards that are in line with applicable safety, regulatory and internal requirements.
• Work with Product Formulation & Design, Brand Management and Buying teams to identify product quality performance expectations by brand and category.  Support by building out product testing protocols, establishing critical to quality attributes, and identifying critical to quality manufacturing controls.
• Regularly meet with the Brand & Product Design teams to discuss new or changing products and offer insight on product quality from online customer reviews, customer complaints and store feedback.
• Work with Domestic & Global Sourcing teams to ensure vendors have the right manufacturing capabilities and controls to consistently deliver quality product.
• Partner with Design, GSQA and vendors to perform root cause analysis and implement corrective action preventative actions (CAPA) for trending quality issues. Review and provide follow up on failed product testing and inspections.
• Work with 3^rd party Labs on protocols, product testing, product inspections and consulting.
• Track, report and elevate trending significant product issues.

Essential Functions:

• Assess supplier technical capability
• Determine new testing protocols
• Disposition product testing/inspections
• Benchmark products against competition to establish quality standards
• Troubleshoot product technical issues (electrical, mechanical, material)
• Execute root cause analysis and corrective action plans
• Investigate customer complaints
• Create solutions as a part of the technical team

Requirements:

• Bachelor's degree or related work experience
• Root Cause Analysis experience
• Proficient with ANSI standards
• Problem solving/analysis
• Self-Starter
• Results Oriented
• Passion for Pets and People

Nice to Haves:

• Six Sigma Lean Certification a plus
• Experience in apparel/molding
• Experience working with EPA & CPSC

Qualifications

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.