Customer Operations Leader

4 months ago


Burlington, Canada Indigo Full time

Company Description
Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.
WHO WE ARE
We love books and all things beautiful
We are Canada's Cultural Department Store
Books are our heart and our soul and Great Books are JUST the Beginning
**We play by the following rules**:
We exist to add joy to our customers' lives each and every time they interact with us and our products
Our job is to create joyful moments for our customers
We treat each other the way we'd treat a valued friend
We inspire each other to do our best work
We seek to ignite creativity and innovation every day
We give back to the communities in which we operate
**Job Description**:
The Customer Operations Leader - Omni Experience 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's products, promotions, and programs to our customers. They ensure our customers have a frictionless experience of the store's omni and payment operations. They help influence a store culture that promotes employee engagement, growth, and development.
**WHAT YOU'LL DO**:
Functional
Coach and provide feedback to CERs on providing excellent customer service and to suggest and sell Indigo's 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
Embrace and champion technology that creates high tech and high touch solutions for Indigo's customers
Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience
Lead execution of omni-sales program activities and ensure technology is leveraged effectively on 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
Open and close store as well as responsibility for managing sales floor
Participate in the joint health and safety committee and ensure health and safety of employees and customers is top priority
People
Support the building of strong teams by participating in hiring activities, training new hires, and cross-training existing team
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
Cultural
Model Indigo's 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**:
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 Québec
Additional Information
WELCOME HOME



  • Burlington, Canada Indigo Books & Music Full time

    Company Description **_ Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 150 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores,...


  • Burlington, Ontario, Canada Summit Search Group Full time

    Operations Management LeaderSummit Search Group is seeking a seasoned Operations Management Leader to oversee the multi-site operations in Ontario.This senior role drives operational efficiency, team performance, and strategic growth while ensuring compliance with safety and quality standards. The ideal candidate will lead key functions, including Logistics,...


  • Burlington, Canada Decathlon Canada Full time

    In GTA, we see our team and customers as our number one priority! What you will do! **The five big responsibilities of this job are**: - Developing, motivating, and caring for human capital in the store - Develop store business through user-friendly and sustainable economy - Develop business through store services (Workshop, WEB orders, etc.) - Build and...


  • Burlington, Ontario, Canada beBee Professionals Full time $35,000 - $45,000

    In the food service industry, beBee Professionals is seeking a seasoned leader to manage daily restaurant operations in Burlington, Canada.Key Responsibilities:Oversee staff and ensure exceptional customer service standards are met.Mentor and train new employees to meet performance expectations.Conduct quality checks on food presentation and taste to...

  • Executive Leader

    3 days ago


    Burlington, Ontario, Canada beBee Professionals Full time $75,000 - $110,000

    In beBee Professionals, we are seeking a visionary Executive Leader to oversee the daily operations of our organization in Burlington, Canada.Key Responsibilities:Develop and implement business strategies to drive profitability and customer satisfaction.As an experienced leader, you will be responsible for managing department heads, mentoring, and ensuring...


  • Burlington, Ontario, Canada Snuggle Bugz Full time

    Job OverviewWe are seeking an experienced Retail Store Operations Leader to join our Snuggle Bugz team. As a critical link in our retail village, you will provide leadership and support to our Retail Sales Advisors, driving customer satisfaction and sales growth.Responsibilities:Store Operations: Manage store opening/closing procedures, balance daily...


  • Burlington, Ontario, Canada Summit Search Group Full time

    Job SummaryWe are seeking an experienced Operational Excellence Leader to drive strategic growth and oversee our multi-site operations in Ontario.About the RoleThis senior leadership position is responsible for driving operational efficiency, team performance, and strategic growth while ensuring compliance with safety and quality standards.Main...


  • Burlington, Ontario, Canada Summit Search Group Full time

    Job DescriptionWe are seeking a highly skilled Director of Operations to drive business growth and operational excellence at our client, a leading steel solutions provider in the manufacturing, fabrication, maintenance, and design industries.This senior leadership role is responsible for overseeing multi-site operations in Ontario, ensuring operational...


  • Burlington, Ontario, Canada QM Environmental Full time

    At QM Environmental, we're seeking a skilled Environmental Operations Leader to drive the efficiency and effectiveness of our Fleet Management department. With a diverse service portfolio and an impressive fleet, this position is crucial for ensuring our equipment and operations meet the highest standards of performance, safety, and compliance.About the...

  • Retail Team Leader

    3 weeks ago


    Burlington, Ontario, Canada beBee Professionals Full time $45,000 - $60,000

    OverviewbeBee Professionals in Burlington is seeking an experienced Retail Team Leader to oversee daily operations and lead the retail team. The successful candidate will be responsible for delivering exceptional customer service, managing staff, and achieving sales goals.Key Responsibilities:Sales Performance: Drive sales growth by overseeing inventory...


  • Burlington, Ontario, Canada Snuggle Bugz Full time

    We are seeking a dynamic leader to join our team at Snuggle Bugz, as an Assistant Retail Store Manager. This pivotal role will have a focused expertise in one of our two business sides: Nestled (Furniture) or Snuggle Bugz (Gear). Our ideal candidate is passionate about providing exceptional customer service and has a proven track record in leadership and...

  • Executive Director

    1 month ago


    Burlington, Ontario, Canada Revera Inc. Full time

    Are you a seasoned leader with a passion for hospitality and operations excellence? We are seeking an Executive Director to join our team at Cogir Senior Living, a leading provider of senior living options across the country.The ideal candidate will have a minimum of five years of management experience, preferably in the seniors living industry, hotel, or...

  • Shift Leader

    6 months ago


    Burlington, Canada Splitsville Entertainment Burlington Full time

    Splitsville Entertainment is Canada’s premier family entertainment center! Our modern facilities combine state-of-the-art 10 pin bowling, high-quality casual dining, arcades, laser tag, and other entertainment options to make your visit a one-of-a-kind experience. We are looking for a **Shift Leader** to join our dynamic team in Burlington. As a...

  • Store Leader

    6 months ago


    Burlington, Canada Activate Games Full time

    **Enter the Game!** Activate is a tech company known for creating Canada’s first full-scale interactive gaming facility. We are looking to expand our store operations team with the addition of a Store Leader in our Burlington location - 2030 Appleby Line. The Store Leader at Activate works under the direction of the Regional Leader. The Store Leader will...

  • Yard Team Leader

    6 months ago


    Burlington, Canada Northstar Access Full time

    **Northstar Access** has been a trusted provider of scaffolding, shoring, swing stages, and other access solutions in Canada for over 50 years. Northstar’s customers depend on them for high-quality products, exceptional installation services, industry-leading experience, and a dedicated focus on safety. Since 2012, Northstar has expanded from its original...


  • Burlington, Ontario, Canada Reitmans ( Canada ) Limited Full time

    As a Customer Experience Leader with Reitmans (Canada) Limited, you will have the opportunity to drive sales and profit growth in our Burlington store. This role is responsible for creating a team environment that fosters inclusivity and positive connections, while achieving company objectives and KPI goals.Job Description:This position involves providing...

  • Experience Leader

    2 weeks ago


    Burlington, Ontario, Canada Activate Games Full time

    About UsActivate Games is a technology company that is revolutionizing the entertainment industry by fusing technology and physical activity together to create live-action gaming experiences.We are seeking an experienced Experience Leader to join our team in Burlington, Ontario. This is a full-time position with a competitive salary of $65,000 - $85,000 per...

  • Executive Leader

    3 weeks ago


    Burlington, Ontario, Canada Lifemark Full time

    Estimated Salary: CAD 80,000 - CAD 120,000 per yearLifemark is seeking an exceptional Executive Leader to lead the success of our physiotherapy clinic. This is a unique opportunity for a motivated and experienced professional to take on a leadership role in a dynamic healthcare environment.**Clinical Leadership:**The Executive Leader will be responsible for...

  • Crew Member

    3 months ago


    Burlington, Canada Red Squirrel Operations Full time

    **About Us**: Red Squirrel Operations is a dedicated home services company offering a variety of property maintenance solutions, including gutter cleaning, power washing, window cleaning, and more. We pride ourselves on delivering high-quality, reliable, and efficient services to our customers. **Job Summary**: **Key Responsibilities**: - Clean gutters and...

  • Crew Leader

    8 months ago


    Burlington, Canada Escape Outdoor Management Full time

    **GROW Program Verified Employer** Lead by example through assigning daily tasks, ensuring that all daily assignments are completed in a timely manor, as well as ensuring upkeep on equipment such as lawnmowers, your assigned vehicles, as well as ensuring any additional equipment needed is ready and in good condition. All expenses incurred by crew leads as it...