JobRole:

Operational Service Specialist, FTC

Location:

Toronto- Hybrid (3 days in office)

Who we are: We believe everyone can be better with a coach... and we won’t stop until we get there.

Coaching changes people’s lives. It helps them be happier and more productive in their work. It turns entire companies into more inclusive, more productive places to be. That’s why we’ve made it easy for more people – not just those at the top – to benefit from the world’s best coaches. Thisis true of our EZRA team. We believe a happy team is a productive one. We help our people grow, to care deeply about and be proud of what we do.

About the role The Operational Shared Services Specialist is part of the broader Operational Excellence team at EZRA within the Customer Experience & Operations function. The Operational Shared Services team is our expert in back-office processes with a specialism in open enrolment registration management. This role supports the EZRA business to deliver excellent participant experience while expediting accurate financial processing, they are a true cross-functional partner to many – specifically Customer Success, Billing, and Tech. The Operational Shared Service Specialist will strive for efficiency in our mission critical operational tasks. This is an individual contributor role reporting into the Manager, Operational Shared Services.

What You’ll Do Core Responsibilities

Own end-to-end registration and launch management for primarily open enrolment programs, occasionally processing for large-scale non-open enrolment populations

Manage global coaching program coaching program extension requests

Leverage core EZRA systems for order processing, responsible for accurate revenue forecasting of open enrolment registrations

Coordinate cross-functionally with Customer Success Managers, Billing, and the Configuration teams to execute on E2E workflow and resolve client challenges

Identify blockers,



dependencies, and risks across OSS workflows to seize all opportunities to expedite revenue recognition and maintain accuracy

Document processes for all open enrolment programs and processes using Confluence

Manage multiple shared inboxes, responding to inquiries and proactively chasing incomplete registrations, following tagging protocol and inbox organization

Coordinate credit card invoicing with Billing team, monitoring SLAs, chargeback trackers, and potential work with the LHH Billing teams [EZRA’s parent company]

Createandsendservice quotesforparticipant’scoaching, as required

Analyze rates and Purchase Orders for accuracy and alignment to company contracts prior to processing registrations to result in accurate invoices.

Review of participant-facing communications to ensure instructions to register are clear and accelerate completion

Support data hygiene initiatives

Join account team calls, as needed

Participate in UAT for updated functionality and bug fixes in EZRA systems

Expanded Responsibilities

Client access setup for EZRA portals [Customer Portal, Experience Center]

Respond to Helpdesk ticket enquiries

Launch participants in the Admin system [core responsibility for APAC members]

Data hygiene projects

Post-launch participant updates including license repurposing

PSA system support

Creation of templatized client-facing brochures

Set up EZRAx programs where there is no Customer Success manager on the account

Create program completion certification certificates





Send nudges to participants via EZRA system to increase program engagement

Prepare End of Program reports to highlight return on investment for clients

AboutYou

3+ years of experience in a back office or administrative role

Strongattentiontodetail,abletokeepmanyconcurrentprocessesorganized

Experienceworkingwithtechnicalsystems

UnderstandfinancialprocessesandhowtomanagePOsandpaymentmethods

Abilitytofollowanddocumentprocesses

Theabilitytobuildcollaborationlocallyandglobally

Committedtocontinuous improvement and streamlining of processes, can balance operational needs with client needs

Ability to operate as part of a global team, flexing hours occasionally to meet specific client or business deadlines

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 valuable feels good.

Learning Budget

to fuel your curiosity. If it helps you grow, we’re in.

Weekly Wellbeing Hour

just for you. No meetings. No emails. Just space to breathe, reflect, or reset.

Regional benefits

flex to fit your location and lifestyle.

A welcoming place to do your best work.

Comfortable, collaborative and inclusive.

#LI-Hybrid

We’re an equal opportunity employer dedicated to building a diverse team that reflects the communities in which we work, where everyone has a voice and feels able to be themselves.

We believe that diversity strengthens to our culture and business. Valuing uniqueness and respecting our differences means we grow faster, become better, and achieve more.

In the spirit of transparency, credentials are verified through background checks conducted upon conditional employment, in accordance with applicable laws.

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📌 Operational Service Specialist - EZRA- Fixed Term Contract (Winnipeg)
🏢 Ezra
📍 Winnipeg