Operational Service Specialist - EZRA- Fixed Term Contract

Ezra; Toronto; Hybrid; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Weekly Wellbeing Hour

Learning Budget

Charity Days

Regional benefits

Job summary

EZRA Toronto is seeking an Operational Service Specialist, who will join the Operational Shared Services team. The role focuses on back-office enrolment management, revenue accuracy, and cross-functional collaboration with Customer Success, Billing and Tech.

You will document processes in Confluence, support data hygiene initiatives, and help drive efficiency across global operations. Hybrid work in Toronto is supported, with a focus on accurate financial processing and a high-quality

Qualifications

• 3+ years of experience in a back office or administrative role.
• Experience working with technical systems and financial processes (POs/payments).
• Ability to document processes and collaborate across global teams.

Responsibilities

• Own end-to-end registration management for open enrolment programs and related launches.
• Coordinate cross-functional work with Customer Success, Billing, and Tech.
• Document processes for open enrolment programs using Confluence.
• Respond to Helpdesk inquiries and manage multiple inboxes efficiently.
• Launch participants in Admin systems and support data hygiene initiatives.
• Assist in coordinating invoicing and ensuring revenue accuracy.

Skills

Back office experience

Detail oriented

Technical systems experience

Financial processes & PO management

Documentation

Cross-functional collaboration

Process improvement

Global teamwork

Tools

Confluence

Job description

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 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.