Customer Operations Leader (Toronto)

Job Description

The Customer Operations Leader is responsible for leading the execution of work that contributes to the customer experience and omni sales results. They provide coaching and feedback to Customer Experience Representatives (CERs) on Indigo's customer service model and on suggesting and selling Indigo products, promotions, and programs to our customers. They ensure our customers have a frictionless experience of the stores omni and payment operations. Responsible for inventory operations in the store. They help influence a store culture that promotes employee engagement, growth, and development.

Responsibilities

• Functional Coach and provide feedback to CERs on providing excellent customer service and to suggest and sell Indigo products, promotions, and programs.
• Lead execution of activities to support strategic priorities, sales goals, and profitability targets.
• Act as an advocate for the customer by placing them at the forefront of all decision‑making processes.
• Proactively identify and anticipate customer expectations and needs.
• Consistently identify areas for improvement, diagnose issues and work to resolve them.
• Lead execution of omni‑sales program activities and ensure technology is leveraged effectively on the sales floor to drive efficiency and encourage customers to shop their way.
• Support new technology and digital rollouts and adoption through readiness activities, training, coaching, and feedback.
• Embrace and champion technology that creates high‑tech and high‑touch solutions for Indigo customers.
• Support execution of experiential, marketing, and community elements of customer experience, including national and store‑level author and kids events, store‑level customer initiatives, and Indigo Love of Reading drives.
• Execute inventory management processes and lead returns to ensure a smooth and profitable omni customer experience.
• Open and close the store as well as manage the sales floor.
• Participate in the joint health and safety committee and ensure health and safety of employees and customers is a top priority.
• Build strong teams by participating in hiring activities, training current hires, and cross‑training existing team members.
• Support development of talent by providing feedback on team performance to managers.
• Collaborate with others to drive flexible and just‑in‑time solutions.
• Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself.
• Help others see the impacts of their efforts and proactively engage other functions to receive input.
• Encourage others to freely share their point of view and be open to feedback.

Qualifications

• 1‑2 years of experience in a customer service, merchandising or operations role.
• Demonstrated commitment to creating an exceptional employee and customer experience.
• Experience leading others.
• Knowledge of provincial health and safety standards.
• Performance orientated.
• Ability to exercise good business acumen and systemic thinking that supports meaningful decisions.
• Ability to prioritize, plan and execute while being agile.
• Ability to be mobile on the sales floor for extended periods of time.
• Availability to work a flexible schedule, including evenings, weekends, and holidays.
• Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques.
• Bilingualism (French/English) is required for all positions in Quebec.

Additional Information

In certain aspects of the hiring process, artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti‑discrimination laws. We regularly review these tools to help prevent bias or discrimination.

At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Color), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources.

This posting is for a current opportunity within Indigo.