Operational Business Partner - EZRA

Lee Hecht Harrison; Vancouver; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading consulting firm is seeking an Operational Business Partner to enhance client experience through effective project and stakeholder management. The ideal candidate will possess over four years of experience in customer-facing roles, demonstrating strong problem-solving, communication, and collaboration skills. As part of this dynamic team, you will contribute to innovative solutions and support clients on their growth journey.

Benefits

Access to world-class coaching

Learning and Development Budget

Weekly wellbeing hour

Charity days

Regional benefits package

Qualifications

• 4+ years of experience in a customer-facing role.
• Proven ability to build collaboration locally and globally.
• Demonstrable project management experience.

Responsibilities

• Partner with teams across various functions to meet client goals.
• Implement and manage complex solutions for clients.
• Drive task accountability and improve customer experience.

Skills

Project Management

Problem Solving

Communication

Collaboration

Education

4+ years in a customer-facing role

Job description

Job Role: Operational Business Partner

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

Who we are

Imagine what even the world’s most exceptional 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 that through professional coaching, people get to know themselves and their goals, weaknesses, and hang-ups. And once they know all that, they can build on the good stuff and work on the rest. This mindset applies not only to our clients but is manifested in our own EZRA family. We believe a happy team is a productive team. We want our people to care about and be proud of what they do.

About 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 responsible for project managing complex, non-standard offerings to our most strategic accounts at various stages of their growth journey. Individuals will work with many clients on different offerings, maintaining fresh perspectives and a quick pace to bring innovation to our clients with an organized and professional approach. This role is client-facing and collaborates closely with teams within the broader Customer Experience & Operations function: Operational Excellence, Delivery Enablement, and Enterprise Delivery.

What You’ll Do

• Partner with teams across Sales, Enterprise Delivery, Innovation, Product, Tech, and others to establish dynamic partnerships and meet client goals. Set up workstreams, leads, and objectives for each deliverable, and communicate clearly internally and externally.
• Implement and project manage complex solutions for clients, following best practices.
• Lead and contribute to operational projects to improve client delivery processes.
• Drive task accountability, track RAG indicators, document decisions, and flag risks—motivating others through influence and negotiation to prioritize resources for client success.
• Continuously improve the customer experience by reviewing and iterating in line with ongoing proposition innovation.
• Mentor other teams on project management best practices.
• Contribute to creating implementation collateral 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 managing projects for complex and bespoke client needs.
• Comfortable working in a fast-paced, start-up environment with ambiguity.
• Strong problem-solving skills and critical thinking.
• Confident, accurate, and clear communication skills.
• Ability to influence others without direct authority and challenge the status quo.
• Proven ability to build collaboration locally and globally.
• Demonstrable project management experience.

What we offer

• Access to a world-class coach.
• Friends and family coaching.
• 2 weeks of work from anywhere.
• Charity days.
• Learning and Development Budget.
• Weekly wellbeing hour.
• Regional benefits package.

We value all candidates and promote positivity. We foster an environment of innovation, collaboration, and growth. Drive impact with your ideas and be part of the greater discussion in a safe, supportive space. Be accountable, ambitious, and own your work and goals. When everyone takes responsibility for their success, we all succeed. Enjoy the ride with perks like your own world-class coach, weekly wellbeing hour, and learning & development fund.

We are an equal opportunity employer dedicated to building a diverse team where everyone’s voice is heard and everyone can be themselves. We believe that valuing our differences enhances our culture and enables us to achieve more.