Customer Operations Manager

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. Indigo is our customer's happy place — for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.
We Will Be Totally Customer Centric
We Are Committed to Caring About Each Other, Our Communities, and Our Environment
We Will Be Data Driven – System Thinking – Entrepreneurial
The Customer Operations Manager is responsible for the customer experience and the store’s omni sales results. They lead a team to master Indigo’s service model and to suggest and sell Indigo’s products, promotions, and programs to our customers. They are responsible for the store’s 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. 
Manage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigo’s 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; 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 Indigo’s 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 
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 
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 
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 
2-3 years of management experience in specialty retail and/or multi-unit retail business environment 
~ 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 


At Indigo, we are committed to our communities, our customers, and each other; We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at Support-HR@indigo.