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 Prospect
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.

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📌 Customer Operations Leader- Store Experience (Alberta)
🏢 Indigo
📍 Alberta