CustomerOperationsLeader

WHO WE ARE 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. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories – big and little – connect us. 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. OUR GUIDING PRINCIPLES Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day. * We Will Hire, Inspire, Promote and Retain the Best – A’s Hire A’s. * We Will be Totally Customer Centric. * We Will Be Data Driven – System Thinking – Entrepreneurial. * We are Committed to True and Shared Value Creation. * We Will be Human-Centered and AI Enabled. * We are Committed to Caring About Each Other, Our Communities, Our Environment. 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’s products, promotions, and programs to our customers. They ensure our customers have a frictionless experience of the store’s omni and payment operations. Responsible for inventory operations in the store. 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 servic