Customer Operations Leader - OMNI Experience

Full-time

Employee Type: Permanent

Full-Time/Part-Time: Full-Time

WHO WE ARE

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories – big and little – connect us. Indigo is our customer’s happy place – for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.

OUR GUIDING PRINCIPLES

We Will Hire, Inspire, Promote and Retain the Best – A’s Hire A’s.

We Will be Customer Centric.

We Will Be Data Driven – System Thinking – Entrepreneurial.

We are Committed to True and Shared Value Creation.

We Will be Human-Centered and AI Enabled.

We are Committed to Caring About Each Other, Our Communities, Our Setting.

The Customer Operations Leader - Omni 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

Functional

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

Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience

Lead execution of omni-sales program activities and ensure technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way

Support current technology and digital rollouts and adoption through readiness activities, training, coaching, and feedback

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

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

WHO YOU ARE





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

Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but 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 Colour), members of the 2SLGBTQIA+ community, and persons with disabilities.

If you require an accommodation during the recruitment process, please contact Human Resources @[email protected].

We respect your privacy throughout the recruitment process.

Our Candidate Privacy

Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.

This posting is for a current opportunity within Indigo.

📌 Customer Operations Leader - OMNI Experience (Winnipeg)
🏢 Indigo Books u0026 Music
📍 Winnipeg