Product Operations Leader

Job description

The Product Operations Leader conducts the execution of Indigo’s visual merchandising priorities, ensuring the store delivers a locally relevant, customer-centric experience that drives sales, engagement, loyalty, and profitability. Through a continuous improvement lens, this role ensures that changeovers, door-to-floor, returns, cycle counting, markdowns, promotional setup, and reportal maintenance are executed to standard, and that all merchandising reflects the Indigo brand. The Product Operations Leader is the execution lead of product operations processes and results. This position role models and coaches to create a high-performance, customer-focused environment where employees build their capabilities, contribute to team success, and bring the Indigo brand to life through meaningful business outcomes. KEY PERFORMANCE METRICS Net Promoter Score (NPS) Net sales and profitability Key Process Scorecard results Adherence to visual standards Store engagement score KEY RESPONSIBILITIES – what the work is Leads execution of product operations priorities within the store, ensuring inventory accuracy, product availability, merchandising standards, operational efficiency, and customer readiness. Ensures the Indigo Experience and R.E.A.D. customer service model are consistently brought to life through strong Sales Generation Leadership (SGL) practices, including active coaching and in-the-moment feedback that reinforce service behaviours and customer engagement. Owns Door-to-Floor (D2F) execution, ensuring inventory is received, processed, replenished, and made available for customer purchase accurately and efficiently. Leads replenishment, overstock management, and product flow activities, proactively identifying opportunities to improve availability, inventory productivity, and sales floor readiness. Executes inventory management routines including cycle counts, inventory audits, Reportal processes, returns, scrapping, and related inventory control activities, ensuring accuracy and compliance with company standards. Leads markdown execution, ensuring pricing updates, product presentation, and related processes are completed accurately and on time. Leads execution of merchandising workbooks, updates, planograms, and weekly merchandising changes, ensuring product presentation is accurate, compelling, and aligned with Indigo standards. Owns store signage and promotional setup activities, ensuring promotional, permanent, and event signage is accurate, complete, and executed on schedule. Executes and reinforces Indigo's visual merchandising standards, continuously identifying opportunities to improve product presentation, storytelling, and customer engagement. Completes weekly Visual Merchandising Audits (VMAs), leveraging findings to coach teams, reinforce accountability, and improve execution. Monitors inventory, replenishment, and merchandising performance to identify issues, prioritize actions, and improve execution consistency. Partners with the Product Operations Manager, Customer Experience Manager, and General Manager to support store priorities and deliver a consistent customer and brand experience. Provides ongoing coaching and training on operational, inventory management, merchandising, promotional, and product flow processes, building capability and accountability across the team. Ensures a safe and organized work environment, maintaining compliance with all health and safety policies, procedures, and standards. Models and embeds Indigo's Guiding Principles and values, fostering a positive, collaborative, and accountable team culture. Reports to: Product Operations Manager Manager once Removed (MOR): General Manager KEY RELATIONSHIPS Internal: Store employees Store leadership team Regional Loss Prevention Manager Regional Visual Merchandising Manager External: Customers Staples Copy & Print 1-3 years of retail leadership or supervisory experience, preferably in operations, inventory management, merchandising, or a customer-facing retail environment College degree preferred or equivalent combination of education and relevant experience Demonstrated experience executing inventory management, merchandising, and operational processes, including replenishment, product flow, inventory control, promotional execution, and visual merchandising standards Strong understanding of retail operations, including inventory accuracy, product flow, replenishment, merchandising, markdowns, and inventory control processes Proven ability to coach and develop team members, building capability through hands-on training and reinforcement of operational and merchandising standards Strong organizational and planning skills, with the ability to prioritize competing priorities, meet deadlines, and execute effectively in a fast-paced environment Effective communication and problem-solving skills, with the ability to identify issues, prioritize actions, and support store objectives Demonstrated operational discipline, including experience with inventory management, compliance, pricing accuracy, and execution of company standards Adaptable and agile, with the ability to respond to changing priorities and leverage technology (including AI-enabled tools) to improve efficiency and execution Maintains/obtains required role-specific certifications (e.g., First Aid, Joint Health & Safety Committee) in alignment with provincial and store requirements Demonstrates sound judgment, accountability, and a proactive approach to execution and continuous improvement Full alignment with Indigo's values as reflected in the Guiding Principles A passion for Indigo's mission and delivering exceptional operational execution, inventory integrity, product presentation, and team experiences Ability to work a flexible schedule, including early mornings, evenings, weekends, and holidays Ability to be mobile on the sales floor for extended periods and safely lift medium to large items (up to 40 lbs) using appropriate equipment and techniques Bilingualism (French/English) required for roles based in Quebec 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. 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 Colour), members of the 2SLGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at . We 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. This posting is for a current opportunity within Indigo. WHO WE ARE 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 GUIDING PRINCIPLES 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 – A’s Hire A’s. We Will be Customer Centric. We Will Be Data Driven – System Thinking – Entrepreneurial. We are Committed to True and Shared Value Creation. We Will be Human-Centered and AI Enabled. We are Committed to Caring About Each Other, Our Communities, Our Environment.