Operational Effectiveness, Manager

Opérations : Operations Toronto, ON
Contract Type: Full-time


Position at Ezra

Job Role:    Operational Effectiveness, Manager

Location:      Toronto, Canada


Who we are

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.


The Role

As our organization grows and matures, we’re looking for a highly organized, operationally-minded, and diligent Operational Effectiveness Manager to oversee the use, maintentance, and evolution of our content and assets. This will include Knowledge Management, localization of brand and content in partnership with translation providers, and establishing and executing on a cross-functional accessibility strategy. As these processes are established and rolled out, this role will have the opportunity to take on other initiatives across the business.


The Team

The Operational Effectiveness team is a new function founded in 2021. Although small right now, the team’s impact is large, spanning the entire organization and will continue to add value the more we grow and build structure into the business. This role will have the exciting opportunity to shape the future of Ezra and how it scales to achieve its goals and mission.


This role reports to the Global Head of Operational Effectiveness based in New York. At this time, the role has no direct reports.


What You’ll Do


Operational Effectiveness

  • Cross-functional Projects
    • Lead existing Be Global objective workstream focusing on market expansion and localization in key markets
    • Define and lead cross-functional projects, host and facilitate internal sessions for workstream set-up and progress tracking
    • Deliver on change management and assess success with measurable metrics
    • Design new training material for each project launch that requires a system enhancement or modification
  • Data & Reporting
    • Evaluate data to inform decision-making
    • Partner with Tech team to develop new reporting, as needed
  • Process & Systems
    • Document strong end-to-end operational processes (new and old) to ensure consistency in documentation and training material
    • Work in partnership with Ezra cross-functional stakeholders to identify new opportunities and enhancements to processes, systems, and user experiences

Focus Areas

  • Knowledge Management
    • Develop best practices for knowledge management at Ezra including ongoing maintenance as the business, and its assets, expand
    • Evaluate existing systems and maximize existing tools and recommend and implement new tools
    • Organize and maintain file storage archictecutre to ensure we are promoting and utilizing all company knowledge assets.
    • Make it simple to identify, tag, and locate assets, establish and implement naming conventions for consistency and version control
  • Localization & translations
    • Build dynamic and successful relationship with new formalized translation partner.
      • Ongoing management and responsibility of vendor performance.
      • Ensure all contracts and commercials align to Ezra budget and are competitive in the market.
    • Design and document all associated end-to-end processes and workflows
    • Implement an approach for localizing the Ezra brand, in partnership with Marketing, to ensure the organization resonates with our global market and audience
    • Develop success factors for quality of translations that are continuously monitored with action taken, as needed
    • Oversee and execute on translation projects cross-functionally to ensure projects are delivered on time and of high-quality with clear status updates to key stakeholders.
  • Accessibility
    • Inform the decision-making and prioritization for accessibility strategy at Ezra.
    • Design and implement agreed strategy across the organization in close partnership with all teams




About You

You have:

  • The ability to manage various cross-functional deadlines when working under pressure and hold others accountable
  • Experience managing, influencing, and communicating with senior stakeholders
  • Experience managing global vendors
  • Experience managing content across multiple languages and maintaining a complex inventory of assets
  • The ability to build collaboration locally and globally
  • Demonstrable project management experience
  • The ability to consider big picture and small detail simultaneously with knowledge of business impact of decisions
  • 3-5 years’ experience working in a similar role
  • Skilled in Microsofit Office Suite of products, project management software, productivity tools
  • Advanced Excel data manipulation, analytical, and reporting skills
  • Data presentation and facilitation experience


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
  • Able to build exceptional stakeholder relationship both internally and externally, breaking down internal barriers
  • Resilient and self-motivated
  • Passionate about inclusion and delivering seamless experiences to all audiences
  • Interested in cultures around the world and how Ezra resonates with each of them
  • Innovative to provide solutions to clients’ needs
  • Passionate about Customer Success consistently wanting to go above and beyond for our clients and participants
  • Flexible and display a “can do” attitude
  • A team player who openly embraces our values of collaborating, listening and learning, and authenticity


What we offer

  • 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.