Omni Experience Leader, Customer Operations

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

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.