Operational Service Specialist (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 is looking for an Operational Service Specialist to support back-office processes, open enrolment registrations, and revenue recognition. This hybrid Toronto role partners with Customer Success, Billing, and Tech to ensure accurate financial processing and exceptional participant experience.

You will document processes in Confluence, manage inquiries, and drive improvements in end-to-end workflows while aligning with global teams.

Qualifications

• 3+ years in a back office or administrative role.
• Strong attention to detail and ability to manage multiple processes.
• Experience working with technical systems.
• Understanding of 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.

Responsibilities

• Own end-to-end registration and launch management for open enrolment programs.
• Manage global coaching program extension requests.
• Leverage EZRA systems for order processing and revenue forecasting.
• Coordinate cross-functionally with Customer Success, Billing, and the Configuration teams to execute end-to-end workflow.
• Identify blockers, dependencies, and risks across OSS workflows to expedite revenue recognition and maintain accuracy.
• Document processes for open enrolment programs using Confluence.
• Manage multiple shared inboxes, responding to inquiries and chasing incomplete registrations.
• Coordinate credit card invoicing with Billing, monitor SLAs and trackers.
• Create and send service quotes for participant’s coaching, as required.
• Review participant communications to ensure clear registration instructions.
• Join account team calls and participate in UAT for updated functionality.
• Expanded responsibilities include user access, helpdesk responses, PSA system support, and client reports.

Skills

Back office experience

Attention to detail

Technical systems experience

Financial processes

Documentation skills

Cross-functional collaboration

Tools

Confluence

Job description

Job Role: 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. 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.

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]
• Create and send service quotes for participant’s coaching, 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
• 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
• 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
• Strong attention to detail, able to keep many concurrent processes organized
• Experience working with technical systems
• Understand financial processes and how to manage POs and payment methods
• Ability to follow and document processes
• The ability to build collaboration locally and globally
• 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.