Customer Operations Leader- Store
Job in
Calgary, Alberta, T3S, Canada
Listing for:
Indigo
Full Time
position
Listed on 2026-02-23
Job specializations:
Job Description & How to Apply Below
Position: Customer Operations Leader- Store Experience
Company Description
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
Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.
We Will Hire, Inspire, Promote and Retain the BestWe Will Be Customer CentricWe Will Be EntrepreneurialWe Will Be Committed to Caring About Each Other, Our Communities, and Our EnvironmentWe Will Be Committed to True and Shared Value CreationWe Will Be Systems Thinking, Data Driven and AI enabledJob 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 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 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 as well as responsibility for managing sales floorParticipate in the joint health and safety committee and ensure health and safety of employees and customers is top priorityPeople
Support the building of strong teams by participating in hiring activities, training new hires, and cross-training existing teamSupport 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 knowledgeable than yourselfHelp others see the impacts of their efforts and proactively engage other functions to receive inputEncourage others to freely share their point of view and be open to feedbackCultural
Model Indigo’s beliefs and convey a positive image in everything you doCelebrate diversity of thought and have an open mindsetTake an active role in fostering a culture of continual learning and taking risks without the fear of making mistakesEmbrace, champion, and influence change through your team and/or the organizationQualifications
WHO YOU ARE:
1-2 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 orientatedAbility to exercise good business acumen and systemic thinking that supports meaningful decisionsAbility to prioritize, plan and execute while being 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 Québec
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