Operational Business Partner

Job Role: Operational Business Partner

Location: Toronto, Canada (Hybrid 3 days in office) / West Coast Canada (Virtual)

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. This is 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.

The Role:

We have reimagined the way EZRA delights clients, at scale, and are introducing a new team of Operational Business Partners within the Operational Excellence function. This role will report to the Director, Operational Business Partners and is accountable for the project management of complex, non-standard offerings to our most strategic accounts at various parts of their growth journey. Individuals will have the opportunity to work with many clients on a variety of different offerings, keeping fresh perspectives and a quick pace to bring our innovation to our clients with an organized and professional approach. This role is client-facing. This team will partner closely with the other teams within the broader Customer Experience & Operations function: Operational Excellence, Delivery Enablement, and Enterprise Delivery.

What You’ll Do:

• Partner with team members across Sales, Enterprise Delivery, Innovation, Product, Tech, and more to establish dynamic partnerships and meet client goals. Establish workstreams, leads, and objectives for each deliverable and communicate clearly internally and externally.
• Embody and embrace consistent best practices on implementing and project managing complex solutions for clients.
• Lead and contribute to operational projects to continue to improve ways of working across the business as it relates to client delivery.
• Embrace processes that drive task accountability, track RAG indicators, document decisions made and flag any risks – motivate others through influence and negotiation to prioritize resources internally to achieve client goals
• Drive continuous improvement in the customer experience, regularly reviewing and iterating in line with ongoing proposition innovation
• Act as a mentor to other teams on project management best practice
• Contribute to implementation collateral creation for internal and client facing needs
• Support clients in their growth journey, bringing operational and process expertise to non-standard needs.

About You:

• 4 years of experience in a customer facing role
• Experience in project management for complex and bespoke client needs
• Willingness to work in a fast-paced, start-up environment and comfort around operating with an element of ambiguity
• Critical thinking skills: ability to problem solve independently and quickly
• Confident, accurate and clear communicator
• Ability to influence others without direct authority and, at times, challenge the status quo
• The ability to build collaboration locally and globally
• Demonstrable project management experience

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.
• Work From Anywhere with two weeks a year to work wherever inspires you most.
• Charity Days to support the causes close to your heart - because doing good 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… and dog-friendly too!

#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.