Customer Operations Manager

About the role

The Customer Operations Manager leads the store’s omni‑channel experience, ensuring customers enjoy a seamless, high‑touch shopping journey. This role drives sales performance, oversees daily operations, and cultivates a culture of engagement and growth for the team.

Key responsibilities

• Motivate and manage the team to deliver excellent customer service and intuitive product recommendations.
• Analyze sales performance and key process metrics, creating action plans to meet strategic priorities, sales goals, and profitability targets.
• Champion technology on the sales floor to enhance efficiency and enable customers to shop their way.
• Lead omni‑sales programs and execute national and store‑level author and kids events.
• Manage store‑level customer initiatives, including social media channels, local assortment, consignment, and the Indigo Love of Reading program.
• Oversee visual merchandising assessments, providing product, experience, and sales insights.
• Direct inventory management, returns processing, and store opening/closing procedures.

Required profile

Required skills

What we offer