Imagine what even the world’s finest organizations could achieve if all of their employees were coached to be their absolute best.

 

At EZRA, we’re on a mission to do just that. We believe through coaching, people get to know themselves. Their goals. Weaknesses. 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 we are changing people’s lives. We believe a happy team is a productive team. We 
want our people to care and be proud of what they do. We also practice what we preach – every member of our teams gets to experience the superpower that is coaching for themselves, amongst some other pretty incredible perks.

EZRA is the fastest growing global virtual coaching company, supporting some of the world’s 
leading companies. If all of this resonates, EZRA just might be the place for you.

As our organization grows and matures, we’re looking for a highly organized, operationally 
minded, and diligent Operational Excellence Manager to bring structure and scale to our 
existing and new processes, unlock the potential of some of our most complex client 
accounts by bringing operational expertise, and identify innovative ways to enable EZRA’s
growth and align to our strategic objectives. This role will be responsible for bringing a 
scalable mindset to the ever-evolving innovation at EZRA, all while delighting our clients.

 

The Operational Excellence (OE) team supports the entire organization and oversees the 
highest-impact and most complex cross-functional internal projects and operationalizes some 
of our most complex client accounts. OE is responsible for enabling teams and clients to 
leverage EZRA’s new products and tools, with a specialized focus on the largest function at 
EZRA, Customer Experience & Operations. Our mission is to establish effective ways of 
working that empower scalability and achieve business results. 

This role report will report to the local Operational Excellence Lead. 

• Drive cross-functional projects aligned to EZRA’s OKRs
o Scope and lead large-scale cross-functional and organization-wide projects
o Define governance best practice and execute on timelines, managing risks 
and proposing mitigation with a solution-oriented mindset
o Deliver on change management and assess success with measurable metrics
o Design enablement and training material for each project launch that requires 
a system enhancement, process improvement, or change in behavior
o Navigate an agile organization while managing expectations and partnering 
with senior stakeholders
• Operationalize large, complex client accounts in partnership with Enterprise Delivery 
and Sales teams
o Support in designing and standing up scalable operational processes for 
clients post-launch, especially within Growth accounts that are planning to 
expand. At times being client-facing.
o Attend internal or external account workshops, summarize objectives and 
outputs, commit to execute on operational next steps and drive completion of 
items owned by others to track progress
o Promote consistency and share successful strategies across global Growth 
accounts 
o Showcase and leverage project management skillset to complement clientfacing nature of Enterprise Delivery roles
o Identify opportunity areas to expedite a client’s time from contract signature to 
implementation meeting, and then implementation meeting to launch
o Partner with Director of Delivery Enablement and stay at the forefront of new 
capabilities and innovations within the business to include them in Enterprise 
Delivery resources and processes
o Identify efficiencies and systemic challenges across accounts and bring to OE 
prioritization as improvement projects to support the broader business
• Data & Reporting
o Evaluate data to inform decision-making
o Partner with Tech team to develop new reporting, as needed
• Process & Systems
o Knowledgeable of the business’s core tool, the PSA (Professional Services 
Automation), and be an advocate of its value, considering PSA impact in all 
process creation and improvement
o Document strong end-to-end operational processes (new and old) to ensure 
consistency in documentation and training material
o Work in partnership with EZRA cross-functional stakeholders to identify new 
opportunities and enhancements to processes, systems, and user 
experiences Team
o Guide more junior members of the OE team through their projects in a 
mentorship capacity
o Leverage more junior members of the OE team on large-scale projects, 
delegating clearly and managing expectations and deadlines

 

About You 
You have:
• 5+ years experience in an operational or project management role
• The ability to manage various cross-functional deadlines when working under 
pressure and hold others accountable for timely deliverables
• The ability to build collaboration locally and globally
• Experience in a client-facing Delivery or Sales role
• Project management experience
• Experience managing, influencing, and communicating with senior stakeholders
• The ability to consider big picture and small detail simultaneously with knowledge of 
business impact of decisions
• Skilled in Microsoft Office Suite of products, project management software, 
productivity tools
• Advanced Excel data manipulation, analytical, and reporting skills 
• Data presentation and facilitation experience
• Experience or aspirations to people manage

 

You are:
• A self-starter that operates proactively in the business and across functions 
• Decisive, action-orientated, and comfortable working with ambiguity
• A change ambassador not afraid to challenge the status quo or try new approaches
• Collaborative, working with other managers and function leads to embrace, drive and 
implement best practice and continual enhancements
• Comfortable with ambiguity
• Able to scope projects end-to-end across the business with potentially limited 
knowledge and exposure in all areas
• Able to build exceptional stakeholder relationship both internally and externally, 
breaking down internal barriers 
• Resilient and self-motivated
• Innovative to provide solutions to clients’ and business’ needs
• Flexible and display a “can do” attitude
• A team player who openly embraces our values of collaborating, listening, and
learning, and authenticity

 

• Your own world class coach 
• Regular team social events 
• Flexible working
• Contribution to a wellbeing app (think meditation, fitness, sleep!)
• A weekly wellbeing hour and much more!
• Competitive benefit package 

We are an equal opportunity employer dedicated to having a thriving, diverse team where 
everyone has a voice and feels able to be themselves. We believe that through valuing our 
uniqueness and respecting our differences, we can achieve more, and that diversity adds to 
our culture. Attracting and developing a diverse workforce that reflects the communities in 
which we serve is essential to us.