Product Operations Leader

Indigo; Calgary; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player seeks a Product Operations Leader to enhance customer experiences and optimize product flow. This dynamic role involves leading a team to ensure efficient operations, from visual merchandising to customer service. You will be at the forefront of creating joyful moments for customers while fostering a culture of collaboration and continuous learning. Join a company that values diversity and inclusion, and be part of a mission to enrich lives through the love of books and beautiful experiences.

Qualifications

• 1-2 years of experience in customer service, merchandising, or operations.
• Demonstrated commitment to exceptional employee and customer experience.

Responsibilities

• Lead execution of activities for product flow and visual merchandising.
• Coach and provide feedback to Customer Experience Representatives.

Skills

Customer Service

Merchandising

Operations Management

Team Leadership

Agility

Bilingual (French/English)

Job description

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Company Description
Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic, and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters, and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and the home office for people who share our passions and want to be part of a dynamic and enriching culture.

Who We Are

• We love books and all things beautiful
• We are Canada’s Cultural Department Store
• Books are our heart and our soul, and Great Books are JUST the Beginning…

We Play By The Following Rules

• We exist to add joy to our customers’ lives each and every time they interact with us and our products
• Our job is to create joyful moments for our customers
• We treat each other the way we’d treat a valued friend
• We inspire each other to do our best work
• We seek to ignite creativity and innovation every day
• We give back to the communities in which we operate

Job Description

The Product Operations Leader is responsible for leading work and the execution of the work that contributes to the profitable movement of goods throughout their lifecycle. They provide coaching and feedback to Customer Experience Representatives (CERs) to bring products from door to floor efficiently and effectively. They lead the execution of the store’s visual merchandising activities, ensuring our customers can shop easily with or without assistance, and execute work to support reaction to sales trends and customer demands so that products are sold at the highest margin rate possible. They help influence a store culture that promotes employee engagement, growth, and development.

What You'll Do

Functional

• Lead execution of activities to support strategic priorities, and the efficiency and effectiveness of product flow processes
• Lead execution of D2F process and visual operations, reacting to sell-through, and continual focus on the flow of goods to the sales floor and Back of House (BOH) set up
• Lead execution of markdown process, promotional set-up, and sell-through
• Lead execution of changeover and visual assessment action plans
• Maintain visual propping, signage, and acrylics
• Act as an advocate for the customer by placing them at the forefront of all decision-making processes
• Embrace and champion technology that creates high-tech and high-touch solutions for Indigo’s customers
• Proactively identify and anticipate customer expectations and needs
• Coach and provide feedback to CERs to ensure operational excellence and the profitable movement of goods throughout their lifecycle
• Open and close the store, and be responsible for managing the sales floor
• Ensure health and safety of employees and customers is top priority

People

• Support building strong teams by participating in hiring, training new hires, and cross-training current team members
• Support development of talent by providing performance feedback to managers
• Collaborate to drive flexible and just-in-time solutions
• Share technical knowledge and actively seek to learn from others
• Help others see the impacts of their efforts and proactively engage other functions for input
• Encourage open sharing of viewpoints and feedback

Cultural

• Model Indigo’s beliefs and convey a positive image in all actions
• Celebrate diversity of thought and maintain an open mindset
• Foster a culture of continual learning and risk-taking without fear of mistakes
• Embrace, champion, and influence change within the team and organization

Qualifications

WHO YOU ARE:

• 1-2 years of experience in customer service, merchandising, or operations
• 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
• Ability to prioritize, plan, and execute while being agile
• Ability to be mobile on the sales floor for extended periods
• Availability to work flexible hours, including evenings, weekends, and holidays
• Ability to lift medium to large items, up to 40 pounds, with proper techniques
• Bilingual (French/English) required in Québec

Additional Information

At Indigo, we are committed to our communities, customers, and each other. We value diversity and inclusion, fostering a welcoming environment. We encourage applications from individuals of all backgrounds, including Black, Indigenous, People of Colour, LGBTQ2+, and those with disabilities. Accommodations are available upon request. Contact Human Resources at [e-mail] for assistance.