Indigo Books & Music
Retail
CustomerOperationsLeader
Neural analysis suggests this role is
optimal for mid candidates.
“Customer Operations Leader at Indigo Books & Music. Skills: Customer experience, Omni sales, Team leadership. Lead execution of work contributing to customer experience. Lead execution of work contributing to omni sales”
What You'll Achieve.
Contribute to sales goals; Contribute to profitability targets; Ensure frictionless customer experience; Ensure smooth customer experience; Ensure profitable customer experience
Industry & Context.
Diagnose issues; Resolve issues
Flexible schedule, Evenings, Weekends, Holidays, Mobile on sales floor, Lift up to 40 pounds
What They're Looking For.
Must Have
1-2 years customer service experience, 1-2 years merchandising experience, 1-2 years operations role experience, Experience leading others, Knowledge of provincial health and safety standards, Ability to exercise good business acumen, Ability to prioritize, plan and execute, Ability to be mobile on sales floor, Availability to work flexible schedule, Ability to lift medium to large items, Bilingualism (French/English) required for Québec
Nice to Have
Demonstrated commitment to exceptional employee experience, Demonstrated commitment to exceptional customer experience, Systemic thinking supporting decisions, Agile, Ability to be mobile on the sales floor for extended periods, Ability to lift medium to large items, up to 40 pounds
What You'll Do.
Lead execution of work contributing to customer experience
Lead execution of work contributing to omni sales
Coach CERs on customer service model
Coach CERs on suggesting and selling products
Coach CERs on selling promotions
Coach CERs on selling programs
Ensure frictionless store omni operations
Ensure frictionless payment operations
Manage inventory operations in store
Influence store culture promoting employee engagement
Influence store culture promoting employee growth
Influence store culture promoting employee development
Coach and provide feedback on customer service
Coach and provide feedback on suggesting products
Coach and provide feedback on selling promotions
Coach and provide feedback on selling programs
Lead execution of activities supporting strategic priorities
Lead execution of activities supporting sales goals
Lead execution of activities supporting profitability targets
Act as advocate for customer
Place customer at forefront of decision-making
Proactively identify customer expectations
Proactively identify customer needs
Consistently identify areas for improvement
Work to resolve issues
Lead execution of omni-sales program activities
Ensure technology leveraged effectively on sales floor
Drive efficiency on sales floor
Encourage customers to shop their way
Support new technology rollouts
Support digital rollouts
Support technology adoption through readiness activities
Support technology adoption through training
Support technology adoption through coaching
Support technology adoption through feedback
Embrace technology creating high tech solutions
Embrace technology creating high touch solutions
Champion technology creating high tech solutions
Champion technology creating high touch solutions
Support execution of experiential elements
Support execution of marketing elements
Support execution of community elements
Support execution of author events
Support execution of kids events
Support execution of store-level customer initiatives
Support execution of Indigo Love of Reading drives
Execute inventory management processes
Ensure smooth omni customer experience
Ensure profitable omni customer experience
Participate in joint health and safety committee
Ensure health and safety of employees
Ensure health and safety of customers
Support building of teams
Participate in hiring activities
Cross-train existing team
Support development of talent
Provide feedback on team performance to managers
Collaborate to drive flexible solutions
Collaborate to drive just in time solutions
Share technical knowledge with others
Actively seek to learn from others
Help others see impacts of their efforts
Proactively engage other functions to receive input
Encourage others to share point of view
Model Indigo's beliefs
Convey positive image
Celebrate diversity of thought
Take active role in fostering culture of continual
Take active role in fostering culture of taking
Embrace change through team
Champion change through team
Influence change through team
Embrace change through organization
Champion change through organization
Influence change through organization
How You'll Work.
Team & Collaboration
Cross-functional teams; Engage other functions
Full Job Description
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
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