Customer Operations Leader- Store Experience

Indigo; Calgary; On-site; CAD 50,000 - 70,000; Full time

Job summary

Indigo is seeking a Customer Operations Leader – Store Experience in Calgary, Alberta. This role involves leading customer experience initiatives, coaching representatives, and enhancing store operations to ensure a seamless customer journey. The ideal candidate will have 1-2 years in customer service or operations, strong leadership skills, and a commitment to creating exceptional experiences. Flexibility in scheduling is essential, with opportunities for growth and development within a diverse team 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.
• Knowledge of provincial health and safety standards.

Responsibilities

• Coach and provide feedback to CERs on excellent customer service.
• Lead execution of activities to support sales goals and profitability targets.
• Participate in the joint health and safety committee.

Skills

Customer service experience

Leadership skills

Business acumen

Bilingual (French/English)

Job description

Job Description

The Customer Operations Leader – Store 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. 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 on suggesting and selling 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
• Support execution of experiential, marketing, and community elements of customer experience including social media, national and store‑level author and kids events, store‑level customer initiatives, and Indigo Love of Reading drives
• Lead execution of payment experience, including maintenance of cash office and payment desk
• Open and close store and manage sales floor responsibilities
• Participate in the joint health and safety committee and ensure the health and safety of employees and customers is top priority

People

• Support building strong teams by participating in hiring activities, training new hires, and cross‑training existing staff
• 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
• Help others see the impacts of their efforts and proactively engage other functions to receive input
• Encourage open sharing of viewpoints and feedback

Cultural

• Model Indigo’s beliefs and convey a positive image in everything you do
• Celebrate diversity of thought and maintain an open mindset
• Actively foster a culture of continual learning and take risks without fear of mistakes
• Embrace, champion, and influence change through your team and/or organization

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
• Performance‑oriented
• Good business acumen and systemic thinking that supports meaningful decisions
• Ability to prioritize, plan and execute while remaining 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

Equal Employment Opportunity

Indigo welcomes applicants from all backgrounds and lived experiences and encourages accommodation during the recruitment process. This includes individuals who identify as BIPOC (Black, Indigenous, and People of Color), members of the 2SLGBTQIA+ community, and persons with disabilities.