Off-Platform Team Lead - EZRA

Service client : Customer Service United States
Contract Type: Full-time


Position at Ezra

Job Role: Off-Platform Team Lead

Location: North America


About the role

Imagine what even the world’s finest organizations could achieve if all 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.

We are looking to grow our Off-Platform Team Lead to provide line leadership to our Off-Platform Team in North America.  The individual in this role will play a key role in leading the Off-Platform Team, and working with both their team and the sales team to effectively transition of a number of key clients to the EZRA platform.  This is an exciting role which is expected to play a critical role in Ezra’s current and future growth.


What you’ll do

  • Management of our Off-Platform Team, setting clear expectations and creating being accountable for all training and development.
  • Conduct regular weekly 1:1 meetings to review clients, transition timelines and project plans.
  • Regular connections and ongoing collaboration with the LHH Delivery Teams to ensure handover information is fully shared.
  • Work with EZRA Leadership to ensure progress towards account transitions and ensuring the team has good line of sight to data and progress.
  • Manage transition related queries to drive communication to connect with achieving EZRA’s key priorities.
  • Overseeing coach extension requests for both paid and unpaid extensions of programs to ensure alignment with business priorities.
  • Maintain a forecast of anticipate revenue from Off-Platform delivery.
  • Work with the Off-Platform team to streamline processes and use the available systems effectively, continually review and embed as best practices across the team.
  • Oversee the production of client reports, ensuring the highest quality data and insights are shared with clients, also with an eye for short-term process improvement.
  • Support and participate in building key transition account proposals and pitches to bring the customer experience to life for transition clients.
  • Act as a key point of contact for the sales team members partnering with the Off-Platform team on questions related to transitioning the key accounts to the EZRA Platform.


About you

  • 4+ years of experience as a customer success manager or project manager with proven experience in a people leadership role.
  • Self-starter able to operate in a high pressure, deadline driven, virtual environment.
  • Passionate about people and the development of the team.
  • Decisive, action-orientated, and comfortable working with ambiguity.
  • Collaborative, working with other managers and function leads to embrace, drive and implement best proactive and continual enhancements.
  • Able to build strong internal and external relationships with key stakeholders.
  • Critical thinking skills: ability to problem solve independently and quickly.
  • Confident, accurate and clear communicator. Ability to influence others without direct authority and, at times, challenge the status quo.


What we offer

We want all candidates to know they are valued. We push positively. We are an environment of innovation, collaboration, and growth. Drive impact with your ideas by being a part of the greater discussion in a safe, supported place.  Be accountable, ambitious, owning your work and goals. When everyone takes responsibility for their success, we all succeed. Finally, keep it simpleEnjoy the ride and the perks with your own world class coach, weekly well-being hour and learning and development fund.


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.