Customer Operations Manager

Responsibilities

• Manage and motivate the team to provide excellent customer service and intuitive product recommendations
• Drive omni-sales results and ensure a frictionless shopping experience across all channels
• Analyze sales performance and key process data to create action plans that meet profitability targets
• Lead the execution of national events, local author events, and store-level customer initiatives
• Oversee inventory management processes, returns, and visual merchandising assessments
• Build and develop strong teams by providing authentic feedback and clear performance objectives
• Manage store opening and closing procedures and ensure compliance with health and safety policies

Requirements

• 2-3 years of management experience in specialty or multi-unit retail
• College degree preferred or equivalent professional experience
• Ability to be mobile on the sales floor for extended periods
• Availability to work a flexible schedule, including evenings, weekends, and holidays
• Ability to lift up to 40 pounds using appropriate safety techniques
• Bilingualism (French/English) is required for positions located in Quebec

About the Company

Indigo is a physical and digital destination inspired by books, ideas, and beautifully designed lifestyle products. Our mission is to inspire reading and enrich the lives of booklovers. We strive to create a customer-centric environment that fosters joyful moments of discovery and connects people through a shared passion for stories and creativity.