Product Operations Leader at Indigo

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 custome