Operational Service Specialist - EZRA

LHH; Toronto; Hybrid; CAD 60,000 - 90,000; Full time

Benefits offered by this job

World-class coach

Wellbeing Hour

Learning Budget

Regional benefits

Job summary

LHH in Toronto is seeking an Operational Shared Services Specialist to join the Operational Excellence team. You will own end-to-end registration and launch management for open enrolment programs, forecast revenue, and coordinate cross-functionally with Customer Success, Billing, and Tech to ensure accurate invoicing and smooth workflows.

The role requires 3+ years in back-office administration, strong attention to detail, and experience with financial processes and technical systems.

Qualifications

• 3+ years in a back office or administrative role.
• Strong attention to detail and ability to manage multiple concurrent processes.
• Experience with technical systems.
• Understand financial processes and how to manage POs and payment methods.
• Ability to follow and document processes.
• Ability to collaborate locally and globally.
• Committed to continuous improvement and streamlining of processes.
• Ability to operate as part of a global team, flexing hours occasionally to meet deadlines.

Responsibilities

• Own end-to-end registration and launch management for open enrolment programs and large-scale non-open enrolment populations.
• Manage global coaching program extension requests.
• Leverage EZRA systems for order processing and revenue forecasting of registrations.
• Coordinate cross-functionally with Customer Success, Billing, and Config teams to execute workflows.
• Identify blockers, dependencies, and risks across OSS workflows to accelerate revenue recognition.
• Document processes for all open enrolment programs using Confluence.
• Manage shared inboxes, respond to inquiries, and chase incomplete registrations.
• Coordinate credit card invoicing with Billing, monitor SLAs and trackers.
• Create and send service quotes for participant coaching as required.
• Analyze rates and purchase orders for accuracy and alignment to contracts before processing registrations.
• Review participant communications to ensure clear registration instructions.
• Support data hygiene initiatives.
• Join account calls as needed.
• Participate in UAT for updated EZRA functionality and bug fixes.
• Client access setup for EZRA portals (Customer Portal, Experience Center).
• Respond to Helpdesk ticket inquiries.
• Launch participants in the Admin system (APAC focus).
• 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.
• Create program completion certificates.
• Send nudges to participants via EZRA to boost engagement.
• Prepare End of Program reports to highlight ROI to clients.

Skills

Back office admin

Attention to detail

Technical systems

Financial processes

Process documentation

Global collaboration

Flexibility in hours

Tools

Confluence

EZRA systems

Job description

JobRole: Operational Service Specialist
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

About You

• 3+ years of experience in a back office or administrative role
• Strongattentiontodetail,abletokeepmanyconcurrentprocessesorganized
• Experienceworkingwithtechnicalsystems
• UnderstandfinancialprocessesandhowtomanagePOsandpaymentmethods
• Abilitytofollowanddocumentprocesses
• Theabilitytobuildcollaborationlocallyandglobally
• Committed to continuous 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 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.

#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.