{"id":3364494,"url":"https://alion.io/job/indigo-customer-operations-leader-store-experience-3","title":"Customer Operations Leader- Store Experience","company":{"id":5826,"name":"Indigo","domain":"indigo.ca","url":"https://alion.io/company/indigo","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Langley, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":18,"max":23,"currency":"CAD","period":"hour","gross":null,"usd_annual":32000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-27T18:22:27Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-29T09:37:00Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"WHO WE ARE\nIndigo 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.\nOUR GUIDING PRINCIPLES\nOur 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.\nWe Will Hire, Inspire, Promote and Retain the Best - A’s Hire A’s.\nWe Will be Customer Centric.\nWe Will Be Data Driven - System Thinking - Entrepreneurial.\nWe are Committed to True and Shared Value Creation.\nWe Will be Human-Centered and AI Enabled.\nWe are Committed to Caring About Each Other, Our Communities, Our Environment.\n 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.\nWHAT YOU'LL DO:\nFunctional\nCoach and provide feedback to CERs on providing excellent customer service and to suggest and sell Indigo’s products, promotions, and programs \nLead execution of activities to support strategic priorities, sales goals, and profitability targets \nAct as an advocate for the customer by placing them at the forefront of all decision-making processes \nProactively identify and anticipate customer expectations and needs \nConsistently identify areas for improvement, diagnose issues and work to resolve them \nEmbrace and champion technology that creates high tech and high touch solutions for Indigo’s customers \nSupport 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 drives \nLead execution of payment experience, including maintenance of cash office and payment desk \nOpen and close store as well as responsibility for managing sales floor \nParticipate in the joint health and safety committee and ensure health and safety of employees and customers is top priority \nPeople\nSupport the building of strong teams by participating in hiring activities, training new hires, and cross-training existing team\nSupport development of talent by providing feedback on team performance to managers\nCollaborate with others to drive flexible and just in time solutions\nShare technical knowledge with others and actively seek to learn from those more knowledgeable than yourself\nHelp others see the impacts of their efforts and proactively engage other functions to receive input\nEncourage others to freely share their point of view and be open to feedback\nCultural\nModel Indigo’s beliefs and convey a positive image in everything you do\nCelebrate diversity of thought and have an open mindset\nTake an active role in fostering a culture of continual learning and taking risks without the fear of making mistakes\nEmbrace, champion, and influence change through your team and/or the organization\n WHO YOU ARE:\n1-2 years of experience in a customer service, merchandising or operations role\nDemonstrated commitment to creating an exceptional employee and customer experience\nExperience leading others\nKnowledge of provincial health and safety standards\nPerformance orientated\nAbility to exercise good business acumen and systemic thinking that supports meaningful decisions\nAbility to prioritize, plan and execute while being agile\nAbility to be mobile on the sales floor for extended periods of time\nAvailability to work a flexible schedule, including evenings, weekends, and holidays\nAbility to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques\nBilingualism (French/English) is required for all positions in Québec\n Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but 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.\nAt 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 Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at .\nWe respect your privacy throughout the recruitment process. Our Candidate Privacy Notice explains how we collect, use, and protect your personal information when you apply for a role with Indigo, and the choices available to you.\nThis posting is for a current opportunity within Indigo.","description_format":"text","description_chars":5971,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity","Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Books"],"lifecycle":[{"event":"open","at":"2026-10-27T22:31:04Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":18,"reasons":["conf:0","velocity","win:early","comp:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":32000,"is_top_pay":false},"html_url":"https://alion.io/job/indigo-customer-operations-leader-store-experience-3","json_url":"https://alion.io/job/indigo-customer-operations-leader-store-experience-3.json","meta":{"generated_at":"2026-10-29T11:12:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16941,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5826},"rest":"https://alion.io/mcp/rest/get_company?id=5826"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Findigo-customer-operations-leader-store-experience-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Findigo-customer-operations-leader-store-experience-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Findigo-customer-operations-leader-store-experience-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/indigo-customer-operations-leader-store-experience-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Findigo-customer-operations-leader-store-experience-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3364494}},{"tool":"search_jobs","arguments":{"company":"indigo.ca","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3364494},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}