Customer Operations Leader

The Customer Operations Leader 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 Indigos customer service model and on suggesting and selling Indigos products promotions and programs to our customers. They ensure our customers have a frictionless experience of the stores omni and payment operations. Responsible for inventory operations in the store. They help influence a store culture that promotes employee engagement growth and development.

WHAT YOULL DO : Functional

• Coach and provide feedback to CERs on providing excellent customer service and to suggest and sell Indigos products promotions and programs
• Lead execution of activities to support strategic priorities sales goals and profitability targets
• Act as an advocate for the customer by placing them at the forefront of all decision-making processes
• Proactively identify and anticipate customer expectations and needs
• Consistently identify areas for improvement diagnose issues and work to resolve them
• Lead execution of omni-sales program activities and ensure technology is leveraged effectively on sales floor to drive efficiency and encourage customers to shop their way
• Support new technology and digital rollouts and adoption through readiness activities training coaching and feedback
• Embrace and champion technology that creates high tech and high touch solutions for Indigos customers
• Support execution of experiential marketing and community elements of customer experience including national and store-level author and kids events store-level customer initiatives and Indigo Love of Reading drives
• Execute inventory management processes and lead returns to ensure smooth and profitable omni customer experience
• Open and close store as well as responsibility for managing sales floor
• Participate in the joint health and safety committee and ensure health and safety of employees and customers is top priority

People

Cultural

Qualifications : WHO YOU ARE :

Additional Information :

At Indigo all applications submitted are reviewed in detail by our HR team. In certain aspects of the hiring process artificial intelligence (AI) tools may be used specifically for screening and assessments. These tools support our team and are used to help bring relevant criteria to the foreground and do not replace human judgment. We are committed to using AI responsibly fairly and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.

At Indigo Diversity Equity Inclusion and Accessibility are core to our values. We integrate these principles into our training policies and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences including but not limited to individuals who identify as BIPOC (Black Indigenous and People of Color) members of the 2SLGBTQIA community and persons with disabilities. If you require an accommodation during the recruitment process please contact Human Resources at

This posting is for a current opportunity within Indigo

Remote Work : No

Employment Type : Full-time

Key Skills

Problem Management,ISO 9001,Process Improvement,Warehouse Experience,Business Management,Project Leadership,IT Service Management,Project Management,Strategic Planning,DoD Experience,Clamp Truck,Leadership Experience

Department / Functional Area : Customer Service

Experience : years

Vacancy : 1