Customer Operations Manager

The Customer Operations Manager is responsible for the customer experience and the stores omni sales results.  They lead a team to master Indigos service model and to suggest and sell Indigos products promotions and programs to our customers.  They are responsible for the stores omni-businesses ensuring our customers have a frictionless shopping experience by identifying areas to improve and addressing gaps in store performance.  They help create an environment and store culture that promotes employee engagement growth and development. 

WHAT YOULL DO: 

Functional  

• Manage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigos products promotions and programs 
• Ensure strategic priorities sales goals and profitability targets are met by assessing and analyzing sales performance and key process scorecard data; create action plans to address gaps   
• Act as an advocate for the customer by placing them at the forefront of all decision-making processes 
• Lead omni-sales programs and ensures technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way 
• Embrace and champion technology that creates high tech and high touch solutions for Indigos customers 
• Lead execution of national events and store-level initiated author and kids events  
• Manages store-level customer initiatives: social media channels local assortment and consignment and Indigo Love of Reading drives 
• Partner on regular visual merchandising assessments; provide product customer experience and sales insight 
• Lead inventory management processes and returns 
• Open and close the store and responsible to manage the sales floor   
• Ensure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and procedures 

People  

• Build strong teams by attracting and developing the best talent 
• Bring out the best in others empower and constructively stretch talent 
• Give authentic feedback on performance and potential 
• Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goals 
• 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 others to get input 
• Encourage others to freely share their point of view and be open to feedback 
• Responsible for the overall engagement productivity turnover and bench strength of the team 

Cultural  

• Model Indigos beliefs and convey a positive image in everything you do  
• Celebrate diversity of thought and have an open mindset 
• Take an active role in fostering a culture of continual learning and taking risks without the fear of making mistakes 
• Embrace champion and influence change through your team and/or the organization

Qualifications :

WHO YOU ARE: 

• College degree preferred or equivalent job experience 
• 2-3 years of management experience in specialty retail and/or multi-unit retail business environment 
• 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 :

At Indigo all applications submitted are reviewed in detail by our HR team. 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 at

This posting is for a current opportunity within Indigo

Remote Work :

No

Employment Type :

Full-time