Inventory and Back of House Operations Leader

Contract | Newmarket, ON

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Inventory and Back of House Operations Leader

Contract | Newmarket, ON


Be Part of Our Story

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.

Committed to Continuous ImprovementCommitted to Continuous Improvement
Process DrivenProcess Driven
Transparent and Open to FeedbackTransparent and Open to Feedback

Job Details

Company Description

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

Full-Time Contract: Nov. 1, 2022 - Apr. 1, 2023


The Inventory and Back of House (BOH) Operations Leader is responsible for leading the execution of the work that support the store’s BOH operations, inventory management, and customer experience. They provide coaching and feedback to Customer Experience Representatives (CERs) on the execution of the inventory and returns processes, ensuring the accuracy of our inventory supports our customers’ ability to shop easily with or without assistance. They maintain our BOH to facilitate the profitable movement of goods and omni customer experience. They help influence a store culture that promotes employee engagement, growth, and development.


  • Net Promoter Score
  • Sales revenue and profit targets
  • Loyalty targets
  • Key Process Scorecard targets
  • Employee Engagement Score


  • Lead execution of activities that support strategic priorities, and the efficiency and effectiveness key operational processes including the returns process, cycle counting, myCounts, and the reconciliation of Reportal
  • Lead maintenance of BOH areas, including overstock, quarantine, and scrapping
  • Lead the Door to Floor (D2F) process for direct from vendor receiving in periods of heavier trade inbound
  • Partner with store leaders to ensure BOH and inventory accuracy supports product flow and omni operations
  • Act as an advocate for the customer by placing them at the forefront of all decision-making processes
  • Embrace and champion technology that creates high tech and high touch solutions for Indigo’s customers
  • Proactively identify and anticipate customer expectations and needs
  • Coach and provide feedback to CERs to ensure operational excellence in all inventory and outbound processes and BOH areas


  • Support the building of strong teams by participating in hiring activities, training new hires, and cross-training the existing team
  • Support development of talent by providing feedback on team performance to managers
  • Collaborate with others to drive flexible just in time solutions
  • 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 receive input
  • Encourage others to freely share their point of view and be open to feedback


  • Model Indigo’s beliefs and convey a positive image in everything you do
  • Celebrate diversity of thought and have an open mindset
  • Take an active role in fostering a culture of continual learning and taking risks without the fear of making mistakes
  • Embrace, champion, and influence change through your team and/or the organization

Reports to: Product and Visual Operations Manager
Manager once Removed (MOR): General Manager


  • Store employees
  • Field business partners – Human Resources Manager, Regional Visual Manager, Loss Prevention Manager
  • Various Home Office and Distribution Center Partners


  • Retail and omni customers



Work Experience / Education / Certifications

  • 1-2 years of experience in a customer service, merchandising, or operations role
  • Demonstrated commitment to creating an exceptional employee and customer experience
  • Experience leading others
  • Knowledge of provincial health and safety standards

Competencies / Skills / Attributes

  • Performance orientated
  • Ability to exercise good business acumen and systemic thinking that supports meaningful decisions
  • Ability to prioritize, plan, and execute while being agile
  • Ability to be mobile on the sales floor for extended periods of time
  • Availability to work a flexible schedule, including evenings, weekends, and holidays
  • Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques

Other (travel, Bilingual, etc.)
• Bilingualism (French/English) is required for all positions in Québec

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. 



Inventory and Back of House Operations Leader

Retail Stores (ST)
Entry Level
Chapters Newmarket
Not Specified
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