Customer Operations Leader- Store Experience

Indigo; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

Indigo in Toronto is seeking a Customer Operations Leader to enhance customer experience and support sales through effective team leadership. This role involves coaching Customer Experience Representatives and ensuring a seamless payment experience while advocating for customer needs.

The ideal candidate will have 1-2 years of relevant experience and a commitment to exceptional service, alongside strong leadership abilities. This position offers a collaborative environment focused on growth and engagement.

Qualifications

• 1-2 years of experience in customer service, merchandising or operations role.
• Demonstrated commitment to creating an exceptional employee and customer experience.
• Knowledge of provincial health and safety standards.

Responsibilities

• Lead execution of activities to support strategic priorities and sales goals.
• Coach and provide feedback to Customer Experience Representatives.
• Act as an advocate for the customer by placing them at the forefront.

Skills

Customer service orientation

Leadership skills

Business acumen

Bilingualism (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 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

• 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
• 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 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 members
• 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

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 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

Additional Information

At Indigo, all applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process artificial intelligence (AI) tools may be used, specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and 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 Color), 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].

This posting is for a current opportunity within Indigo.