Product Operations Leader

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 book lovers. 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 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 Environment.

Job Description
The Product Operations Leader conducts the execution of Indigo’s visual merchandising priorities, ensuring the store delivers a locally relevant, customer-centric experience that drives sales, engagement, loyalty, and profitability.

Through a continuous improvement lens, this role ensures that changeovers, door-to-floor, returns, cycle counting, markdowns, promotional setup, and reportal maintenance are executed to standard, and that all merchandising reflects the Indigo brand.

The Product Operations Leader is the execution lead of product operations processes and results. This position role models and coaches to create a high-performance, customer-focused environment where employees build their capabilities, contribute to team success, and bring the Indigo brand to life through meaningful business outcomes.

KEY PERFORMANCE METRICS

Net Promoter Score (NPS)
Net sales and profitability
Key Process Scorecard results
Adherence to visual standards
Store engagement score

KEY RESPONSIBILITIES – what the work is

Leads execution of product operations priorities within the store, ensuring inventory accuracy, product availability, merchandising standards, operational efficiency, and customer readiness.
Ensures the Indigo Experience and R.E.A.D. customer service model are consistently brought to life through strong Sales Generation Leadership (SGL) practices, including active coaching and in-the-moment feedback that reinforce service behaviours and customer engagement.
Owns Door-to-Floor (D2F) execution, ensuring inventory is received, processed, replenished, and made available for customer purchase accurately and efficiently.
Leads replenishment, overstock management, and product flow activities, proactively identifying opportunities to improve availability, inventory productivity, and sales floor readiness.
Executes inventory management routines including cycle counts, inventory audits, Reportal processes, returns, scrapping, and related inventory control activities, ensuring accuracy and compliance with company standards.
Leads markdown execution, ensuring pricing updates, product presentation, and related processes are completed accurately and on time.
Leads execution of merchandising workbooks, updates, planograms, and weekly merchandising changes, ensuring product presentation is accurate, compelling, and aligned with Indigo standards.
Owns store signage and promotional setup activities, ensuring promotional, permanent, and event signage is accurate, complete, and executed on schedule.
Executes and reinforces Indigo's visual merchandising standards, continuously identifying opportunities to improve product presentation, storytelling, and customer engagement.
Completes weekly Visual Merchandising Audits (VMAs), leveraging findings to coach teams, reinforce accountability, and improve execution.
Monitors inventory, replenishment, and merchandising performance to identify…