Job Details

Company Description

Current Indigo employees should apply through the Internal Mobility page using your @indigo.ca email address.

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 200 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.


  • We love books and all things beautiful
  • We are Canada’s Cultural Department Store
  • Books are our heart and our soul and Great Books are JUST the Beginning…

We play by the following rules:

  • We exist to add joy to our customers’ lives each and every time they interact with us and our products
  • Our job is to create joyful moments for our customers
  • We treat each other the way we’d treat a valued friend
  • We inspire each other to do our best work
  • We seek to ignite creativity and innovation every day
  • We give back to the communities in which we operate

Job Description


The Manager, Online Operations & Process Optimization is responsible for online reporting, analytics and surfacing customer insights, finding business opportunities that align to the department and overall Indigo strategy. The Manager is accountable for building authentic relationships with their cross-functional partners to drive continuous improvement, profitability, and growth in the Digital Experience, its underlying operations and processes.  

•    Create and manage a holistic digital performance scorecard
•    Drive and own the process for reviewing online performance with key stakeholders
•    Work with respective cross-functional teams to drive increased profitability in the online channel - at a product, basket, and total channel perspective
•    Generate insights, surface best practices and use analytics to make data driven recommendations as to where and how to drive continuous improvement and profitability in the digital channel
•    Source and track best-in-class benchmarking data and use the findings to support Indigo’s strategy and direction
•    Leverage customer and employee feedback to highlight opportunities and fix problems at their root cause by partnering with Supply Chain, IT, Merchandising, Customer Service and Retail
•    Build and improve the Indigo processes through a detailed understanding of the overall online fulfillment seam 
•    Collaborate with relevant teams to streamline current processes and drive continuous improvement 
•    Proactively identify and anticipate customer expectations and needs
•    Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes 
•    Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers
•    Support all strategic initiatives and ad hoc projects with detailed analysis, as needed
•    Ensure the completion of team deliverables and set/adhere to team budgets, as applicable
•    Support the Customer Service team with the training, tools and processes to deliver joy ensuring cost effectiveness
•    Support DC Operations and Transportation teams to diagnose issues and work to resolve them
•    Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
•    Help others see the impacts of their efforts and proactively engage other functions to get input
•    Encourage others to freely share their point of view and be open to feedback
•    Accountable for the overall engagement, productivity, turnover and bench strength of the team



•    Minimum of 7 years progressive experience in Retail, Supply Chain and/or eCommerce Operations 
•    Bachelor’s degree in Business or other related Supply Chain/Operations field
•    5+ years’ experience in Supply Chain analytics, including inventory management, warehouse management, transportation
•    5+ years’ experience in process development and improvement methodologies
•    Experience building profitability models in Digital Retail 
•    Experience building and managing a cross functional digital performance scorecard
•    Analytical and solutions driven approach to problem solving
•    Holistic view of the end to end online customer experience through to fulfillment
•    Ability to effectively build relationships, negotiate, and interact with vendors
•    Demonstrate ability to build and maintain productive and cohesive relationships with peers and cross-functional teams, with the ability to influence and drive change 
•    Demonstrate strong listening, written and oral communication skills
•    Ability to organize and prioritize workload to meet deadlines, multi-task and complete projects on time 
•    Ability to effectively manage details, demonstrate good organizational skills
•    Strong computer skills, including proficiency in SAP, Microsoft Word, Access, Excel, PowerPoint and Outlook 

Additional Information

Indigo Books & Music is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs. 



Manager, Online Operations & Process Optimization

Home Office