Customer Operations Manager

About the role

The Customer Operations Manager leads the store team to deliver an exceptional customer experience and drive omni‑channel sales results. This role ensures a frictionless shopping journey, aligns store performance with strategic priorities, and fosters a culture of employee engagement and development.

Key responsibilities

• Motivate and manage the team to provide excellent service and product recommendations.
• Analyze sales performance and scorecard data, create action plans to meet sales, profitability, and strategic goals.
• Champion technology on the sales floor to improve efficiency and enable high‑tech, high‑touch customer interactions.
• Lead execution of national events and store‑level author, kids, and community initiatives.
• Oversee store‑level customer initiatives such as social media, local assortment, consignment, and Indigo Love of Reading programs.
• Conduct visual merchandising assessments and provide insights on product, experience, and sales.
• Manage inventory processes, returns, and store opening/closing procedures.

Required profile

• Proven leadership experience in a retail or customer‑facing environment.
• Strong analytical mindset with ability to interpret sales data and drive improvements.
• Customer‑centric attitude, placing the shopper at the forefront of decisions.
• Excellent communication and team‑building skills.
• Ability to manage multiple initiatives and events simultaneously.

Required skills

What we offer

• Opportunity to work for a well‑known brand that values books, ideas, and community.
• Supportive environment focused on employee growth and development.
• Engaging store culture with regular events and community programs.