Job Title

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 customers' happy place a place for joyful moments of discovery and connection 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 PRINCIPLESOur 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 BestWe will be EntrepreneurialWe Will Be Customer CentricWe Will Be Committed to Caring About Each Other, Our Communities, and Our EnvironmentWe Will Be Committed to True and Shared Value CreationWe Will Be Systems Thinking, data-driven and AI-enabledThe 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 YOU'LL DO: FunctionalManage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigos products, promotions, and programsEnsure 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 gapsAct as an advocate for the customer by placing them at the forefront of all decision-making processesLead omni-sales programs and ensure technology is leveraged effectively on the sales floor to drive efficiency and encourage customers to shop their wayEmbrace and champion technology that creates high-tech and high-touch solutions for Indigos customersLead execution of national events and store-level initiated author and kids eventsManages store-level customer initiatives: social media channels, local assortment and consignment, and Indigo Love of Reading drivesPartner on regular visual merchandising assessments; provide product, customer experience, and sales insightLead inventory management processes and returnsOpen and close the store, and are responsible for managing the sales floorEnsure the health and safety of employees and customers is the top priority, and that the store complies with all provincial health and safety policies and proceduresPeopleBuild strong teams by attracting and developing the best talentBring out the best in others, empower, and constructively stretch talentGive authentic feedback on performance and potentialEnsure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goalsShare technical knowledge with others and actively seek to learn from those more knowledgeable than yourselfHelp others see the impacts of their efforts and proactively engage others to get inputEncourage others to freely share their point of view and be open to feedbackResponsible for the overall engagement, productivity, turnover, and bench strength of the teamCulturalModel Indigos beliefs and convey a positive image in everything you doCelebrate diversity of thought and have an open mindsetTake an active role in fostering a culture of continual learning and taking risks without the fear of making mistakesEmbrace, champion, and influence change through your team and/or the organizationQualificationsWHO YOU ARE: College degree preferred or equivalent job experience2-3 years of management experience in specialty retail and/or multi-unit retail business environmentAbility to be mobile on the sales floor for extended periods of timeAvailability to work a flexible schedule, including evenings, weekends, and holidaysAbility to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniquesBilingualism (French/English) is required for all positions in QuebecRate of Pay: $42,000 - $52,500Additional InformationAt Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. 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 if you require an accommodation at any time during the recruitment process.WELCOME HOME