Product Operations Leader

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 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 Best
• We Will Be Customer Centric
• We Will Be Entrepreneurial
• We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment
• We Will Be Committed to True and Shared Value Creation
• We Will Be Systems Thinking, Data Driven and AI enabled

The Product Operations Leader is responsible for leading work and the execution of the work that contributes to the profitable movement of goods throughout the course of their life cycle. They provide coaching and feedback to Customer Experience Representatives (CERs) to bring products from door to floor efficiently and effectively. They lead the execution of the store's visual merchandising activities, ensuring our customers can shop easily with or without assistance, and execute work to support reaction to sales trends and customer demands so that products are sold at the highest margin rate possible. They help influence a store culture that promotes employee engagement, growth, and development.

Functional

• 5 AM availability to run operations team
• Lead execution of activities to support strategic priorities, and the efficiency and effectiveness of product flow processes
• Lead execution of D2F process and visual operations, reacting to sell-through, and continual focus on the flow of goods to the sales floor, and Back of House (BOH) set up
• Lead execution of markdown process, promotional set-up, and sell-through
• Lead execution of changeover and visual assessment action plans
• Maintain visual propping, signage, and acrylics
• Act as an advocate for the customer by placing them at the forefront of all decision-making processes
• Embrace and champion technology that creates high tech and high touch solutions for Indigo's customers
• Proactively identify and anticipate customer expectations and needs
• Coach and provide feedback to CERs to ensure operational excellence and the profitable movement of goods throughout their life cycle
• Open and close store as well as responsibility for managing sales floor
• Ensure health and safety of employees and customers is top priority

People

• Support the building of strong teams by participating in hiring activities, training new hires, and cross-training current team
• Support development of talent by providing feedback on team performance to managers
• Collaborate with others to drive flexible and just in time solutions
• Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
• Help others see the impacts of their efforts and proactively engage other functions to get input
• Encourage others to freely share their point of view and be open to feedback

Cultural

• Model Indigo's beliefs and convey a positive image in everything you do
• Celebrate diversity of thought and have an open mindset
• Take an active role in fostering a culture of continual learning and taking risks without the fear of making mistakes
• Embrace, champion, and influence change through your team and/or the organization

1-2 years of experience in a customer service, merchandising or operations role

Demonstrated commitment to creating an exceptional employee and customer experience

Experience leading others

Knowledge of provincial health and safety standards

Performance orientated

Ability to exercise good business acumen and systemic thinking that supports meaningful decisions

Ability to prioritize, plan and execute while being agile

Ability to be mobile on the sales floor for extended periods of time

Availability to work a flexible schedule, including evenings, weekends and holidays

Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques

Bilingualism (French/English) is required for all positions in Québec