Product Operations Manager

Company Description 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 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 Job Description The Product Operations Manager translates Indigo’s visual merchandising priorities into locally relevant execution, strengthening community connection and brand affinity while delivering a customer-centric experience that drives sales, engagement, loyalty, and profitability.

Through a continuous improvement lens, this role ensures that every stage of the product life cycle is executed efficiently and in alignment with brand standards, creating moments of discovery and joyful interaction. This includes ensuring that all product operations processes—including changeovers, door-to-floor, returns, cycle counting, markdowns, promotional setup, reportal maintenance, and inventory—are executed to standard, and that all merchandising reflects the Indigo brand.

The Product Operations Manager is a key driver of product operations processes and results, fostering 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 Visual Merchandising Assessment (VMA) execution and action plan completion Door-to-floor units per hour (UPH) Store engagement score KEY RESPONSIBILITIES – what the work is Leads execution of product operations priorities at the store level, translating Indigo's strategic direction into operational plans that drive inventory accuracy, product availability, operational efficiency, and profitability.

Supports the General Manager in delivering store objectives, identifying operational risks and barriers to execution and implementing solutions that improve consistency, productivity, and results. Provides leadership, direction, and ongoing support to Product Operations Leader(s)/Visual Operations Leader(s), ensuring inventory management, product flow, merchandising, promotional execution, and operational standards are executed consistently and effectively.

Ensures the Indigo Experience and R.E.A.D. customer service model are consistently brought to life through strong Sales Generation Leader (SGL) practices, including active, in-the-moment coaching to reinforce behaviours, elevate execution, and drive customer engagement and results. Owns clear and consistent communication of business priorities to the operations and visual team, leveraging Employee Hub, communication boards, and the DSR process to ensure alignment, understanding, and execution.

Owns the operational cycle and product flow within the store, leveraging sales, inventory, shrink, and process performance d