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 data to establish priorities, identify opportunities, and drive consistent execution of inventory management routines, including MyCount, Reportal, returns, audits, markdowns, and related inventory control processes.
- Drives operational excellence across inventory and back-of-house processes, maintaining strong organization, compliance, inventory integrity, and loss prevention practices.
- Leads merchandising and operational execution, ensuring product presentation, promotions, signage, inventory routines, and story changeovers are executed consistently and in alignment with company standards.
- Supports labour planning and workload management by helping align operational priorities, team deployment, and available resources.
- Reinforces clarity of roles, responsibilities, and accountability across the operations and visual team, ensuring alignment to the store structure and RASI model.
- Recruits, develops, and retains high-performing teams through structured onboarding, coaching, and ongoing development.
- Participates in store talent review, calibration, and succession planning, identifying high-potential employees and supporting their development and growth.
- Identifies and addresses performance, conduct, and engagement risks within the team, taking appropriate action to maintain a strong, values-aligned culture.
- Drives employee engagement through strong employee relations, meaningful action planning, and fostering a collaborative, inclusive team environment.
- Leads store health and safety practices, ensuring compliance with all provincial policies, procedures, and standards while fostering a safe environment for employees and customers.
- Models and embeds Indigo’s guiding principles and values, fostering a positive, inclusive, and high-performing team culture.