Job DescriptionThe 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 DoFunctionalCoach and provide feedback to CERs on providing excellent customer service and on suggesting and selling Indigo's products, promotions, and programsLead execution of activities to support strategic priorities, sales goals, and profitability targetsAct as an advocate for the customer by placing them at the forefront of all decision‐making processesProactively identify and anticipate customer expectations and needsConsistently identify areas for improvement, diagnose issues and work to resolve themEmbrace and champion technology that creates high‐tech and high‐touch solutions for Indigo's customersSupport 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 drivesLead execution of payment experience, including maintenance of cash office and payment deskOpen and close store and manage sales floor responsibilitiesParticipate in the joint health and safety committee and ensure the health and safety of employees and customers is top priorityPeopleSupport building strong teams by participating in hiring activities, training recent hires,



and cross‐training existing staffSupport development of talent by providing feedback on team performance to managersCollaborate with others to drive flexible and just‐in‐time solutionsShare technical knowledge with others and actively seek to learn from those more knowledgeableHelp others see the impacts of their efforts and proactively engage other functions to receive inputEncourage open sharing of viewpoints and feedbackCulturalModel Indigo's beliefs and convey a positive image in everything you doCelebrate diversity of thought and maintain an open mindsetActively foster a culture of continual learning and take risks without fear of mistakesEmbrace, champion, and influence change through your team and/or organizationQualifications1–2 years of experience in a customer service, merchandising or operations roleDemonstrated commitment to creating an exceptional employee and customer experienceExperience leading othersKnowledge of provincial health and safety standardsPerformance‐orientedGood business acumen and systemic thinking that supports meaningful decisionsAbility to prioritize, plan and execute while remaining agileAbility to be mobile on the sales floor for extended periods of timeAvailability to work a flexible schedule, including evenings, weekends, and holidaysAbility to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniquesBilingualism (French/English) is required for all positions in QuébecEqual Employment OpportunityIndigo 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.

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