Customer Operations Leader - OMNI Experience

SmartRecruiters, Inc.; Saskatoon; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Indigo is seeking a Customer Operations Leader to drive the Omni Experience, coaching CERs and guiding the store’s omni and payment operations. You will promote a customer-first culture, oversee sales initiatives, and ensure efficient, safe store performance.

You should bring 1–2 years in customer service/operations, leadership ability, and strong safety knowledge, plus French/English bilingualism for Québec positions. This role supports a dynamic team in a retail environment.

Qualifications

• 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.
• Ability to lift up to 40 pounds with proper equipment and safety techniques.
• Bilingualism (French/English) is required for all positions in Québec.

Responsibilities

• Coach and provide feedback to CERs on customer service quality and upsell.
• Lead execution of activities to support strategic priorities, sales goals, and profitability targets.
• Act as a customer advocate in decision-making processes.
• Anticipate customer expectations and needs.
• Identify areas for improvement, diagnose issues and resolve them.
• Champion technology that enhances Indigo’s customer experience.
• Manage inventory processes and returns for smooth omni-channel operations.
• Lead omni-sales program activities and ensure effective use of tech on the sales floor.
• Support new technology rollouts and adoption with training and coaching.
• Open and close store operations and manage sales floor.
• Participate in joint health and safety activities to protect staff and customers.

Skills

Customer service

Leadership

Operations

Bilingual English-French

Job description

Customer Operations Leader - OMNI Experience

• Full-time
• Employee Type: Permanent
• Full-Time/Part-Time: Full-Time

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 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 - 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

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

Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.

At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at [e-mail].

We respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.

This posting is for a current opportunity within Indigo.

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