Customer Operations Manager
Job in
Ottawa, Ontario, Canada
Listing for:
Indigo
Full Time
position
Listed on 2026-02-22
Job specializations:
-
Retail
Retail & Store Manager
-
Management
Retail & Store Manager, Operations Manager
Job Description & How to Apply Below
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 Manager is responsible for the customer experience and the store’s omni sales results. They lead a team to master Indigo’s service model and to suggest and sell Indigo’s products, promotions, and programs to our customers. They are responsible for the store’s omni-businesses, ensuring our customers have a frictionless shopping experience by identifying areas to improve and addressing gaps in store performance.
They help create an environment and store culture that promotes employee engagement, growth, and development.
WHAT YOU'LL DO:
Functional
Manage and motivate the team to provide excellent customer service and intuitive recommendations to our customers regarding Indigo’s products, promotions, and programsEnsure strategic priorities, sales goals, and profitability targets are met by assessing and analyzing sales performance and key process scorecard data; create action plans to address gapsAct as an advocate for the customer by placing them at the forefront of all decision-making processesLead omni-sales programs and ensures technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their wayEmbrace and champion technology that creates high tech and high touch solutions for Indigo’s customersLead execution of national events and store-level initiated author and kids eventsManages store-level customer initiatives: social media channels, local assortment and consignment, and Indigo Love of Reading drivesPartner on regular visual merchandising assessments; provide product, customer experience, and sales insightLead inventory management processes and returnsOpen and close the store and responsible to manage the sales floorEnsure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and proceduresPeople
Build strong teams by attracting and developing the best talentBring out the best in others, empower and constructively stretch talentGive authentic feedback on performance and potentialEnsure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goalsShare 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 others to get inputEncourage others to freely share their point of view and be open to feedbackResponsible for the overall engagement, productivity, turnover, and bench strength of the teamCultural
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:
College degree preferred or equivalent job experience2-3 years of management experience in specialty retail and/or multi-unit retail business environmentAbility 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 Quebec
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