Job Description & How to Apply Below
Toronto, Canada (Hybrid 3 days in office)
About the role
Imagine what even the world’s finest organizations could achieve if all their employees were coached to be their absolute best. At EZRA, we’re on a mission to do just that. We believe through coaching; people get to know themselves. Their goals. Weaknesses. Hang‑ups. And once they know all that, they can build on the good stuff and work on the rest.
As an Operational Business Partner, you’ll sit at the heart of how that mission comes to life for our clients. Within our Operational Excellence function, this team exists to bring clarity, structure, and momentum to client accounts with nuanced, non‑standard, or highly innovative needs. We’re also the go‑to experts for some of EZRA’s more specialized features and services, supporting everything from participant registration and integrations to the delivery of creative end‑user campaigns.
You’ll work alongside Sales, Delivery, Product, Tech, and Innovation teams to turn ambitious ideas into well‑run, well‑delivered solutions. This role brings strategy to life through action. You’ll be aligning work streams, keeping stakeholders in sync, surfacing risks early, and ensuring clients feel confident at every stage.
What You’ll Do
Partner cross‑functionally with team members across Sales, Enterprise Delivery, Innovation, Product, Tech, and more to establish dynamic partnerships and meet client goals
Establish work streams, timelines, and objectives for each deliverable that are clearly communicated both internally and externally
Lead client scoping and documentation, ensuring requirements, timelines, testing parameters, and deliverables are realistic, well‑defined, and collectively understood across internal and external stakeholders
Create governance structures that drive task accountability, establish clear roles & responsibilities, track RAG indicators, document decisions made and flag any risks/dependencies
Motivate others through influence and negotiation to prioritize resources internally to achieve client goals
Document ongoing status and maintain precise records of customer/project health, influenced revenue, and escalated issues
Optimize time‑to‑value for clients, deploying proven delivery strategies that ensure we launch our solutions on time without sacrificing quality
Embody and champion consistent best practices on implementing and project managing solutions for clients
Drive operational improvements to continue improving our ways of working across the business as it relates to client delivery
Capture customer insights and feedback to drive continuous improvement in the customer experience. Operational Business Partners regularly contribute to how the larger EZRA team iterates on ongoing product innovations
Contribute to implementation collateral creation for internal and client facing needs
Provide internal support to Client Success Managers as they support our clients’ growth journey, bringing operational and process expertise to non‑standard needs
About You
4 years of experience in a customer‑facing role with experience in the project management of complex and/or bespoke client needs
Comfortable operating in a fast‑paced, scaling environment where working with an element of ambiguity is part of your day to day
Critical thinking skills: ability to solve problems independently and quickly
You’re an excellent communicator; you’re confident, accurate, and clear in both writing and conversation. You’re an expert distilling large amounts of complex information in a concise and easy‑to‑digest way
Ability to influence others without direct authority and, at times, challenge the status quo
Naturally collaborative, with the ability to build trust and partnerships across teams, regions, and functions
Nice to haves: experience working with integrations, reporting, and creating processes for net‑new professional service and/or product offerings
Life at EZRA:
Your Own World‑class coach to help you grow personally and professionally.
Coaching for Friends and family because coaching is a gift worth passing on.
Charity Days to support the causes close to your heart - because doing good feels good.
Learning Budget …
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