Coach Network Manager, NA - EZRA

Gestion de Projet : Delivery Toronto, ON
Contract Type: Full-time


Position at Ezra

Job Role: Coach Network Manager 
Location: Toronto, Canada - Hybrid (3 days per week in office) 
Who we are:  
Imagine what even the world’s finest organizations could achieve if all their employees were coached to be their absolute best.  
At EZRA, we are 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 team gets to experience the superpower that is coaching for themselves, among some other pretty incredible rewards. 
The Role:  
We are looking for a Coach Network Manager, reporting directly to the Regional VP.   
As a Coach Network Manager, you will play a pivotal role in ensuring the success of our coaching programs within your aligned region. Your responsibilities will revolve around managing a segmented coach bench, defined by proposition types and complexity.  Your primary objective will be to assign coaches to customer programs effectively, ensuring they are adequately prepared to deliver exceptional results. 
This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA's current and future growth. 
What You'll Do 
  • The coach network manager will be aligned to a selling region and a segmented coach bench defined by Proposition type - i.e. Classic, EzraX, Focus
  • The coach network manager will be responsible for assigning coaches to customer programs and ensuring coaches are set up for success in delivering the programs. 
  • They will ensure Implementation Managers provide complete briefing information and proactively flag any issues
  • Coach network managers will attend coach briefing calls and will thoroughly review all program information & briefing documents, ensuring Implementation Managers post correct and detailed information in the correct channels and platform
  • They will work closely with their global counterparts, working jointly on global customer programs.  The coach network manager in the selling region is ultimately responsible, holding the other network managers accountable to their pieces. 
  • The coach network manager will be accountable for the performance of their coaches.  They will ensure coaches have completed all necessary training, have no performance issues, and that they are fully compliant in terms of contracting and all other operational expectations including availability and capacity to accept new clients.
  • The network manager is responsible for the overall health of their bench, ensuring workload is distributed evenly - individual coaches should have 10-40 active clients. 
  • They will proactively identify training opportunities and send feedback to the coach operations enablement lead, or when appropriate the coach development team.
  • They will ensure coaches are up to date on propositions, product, processes, business updates, and community news.  They will provide updates via live calls, community channels, email, etc.
  • They will respond in a timely manner to coach queries related to both program and non-program related topics.  When appropriate, they will delegate issues to the regional support specialist.
  • The coach network manager will work closely with their support specialist and resolve any issues with coach contracts being out of date or issues with coach payments. 
  • The coach network manager has firing authority and will work with their line manager and key stakeholders to manage any off-boarding situations
  • The coach network manager is responsible for handling all performance issues related to their coaches.  They will leverage their line manager, Master Coach, and Chief Coaching Officer if a situation requires coaching expertise beyond their capability
  • Conduct Mock sessions and portal training
  • They will attend and when needed deliver coach trainings
  • They will be responsible for running the 30-session milestone orientation program with new coaches
  • The network manager will participate in quarterly talent review meeting, surfacing issues and recommendations for their bench
  • They will support CSMs for any coach switch requests.  They will select coaches for coach insights meetings and ensure coaches are fully trained on the coach insights process
  • The coach network managers will be fully proficient in our coach CRM (Bullhorn) and will document all interactions and notes about their coaches.  They will be fully proficient in our sourcing dashboards (PowerBI) and the operational dashboards. 
  • The coach network manager will provide customised look books and slides for sales and other customer meetings.  The coach network manager is responsible for the quality of their coaches' written and video bios.
About you 
  • Bachelor's degree
  • 3+ years' experience in a delivery role
  • Management experience preferred
  • Experience working with a Freelance community strongly preferred
  • Willingness to work in a fast-paced, scale-up environment and comfort around operating with an element of ambiguity
  • Thrives in an autonomous environment
  • Confident, accurate and clear communicator
  • Able to make quick decisions while balancing the correct outcome for the business, coaches, and customers
  • Self-starter able to operate in a high pressure, deadline driven, global environment
  • Ability to influence others without direct authority and, at times, challenge the status quo
  • Proficiency in MS Office Suite
  • Passionate about clients and coaches needs
  • Business proficiency in English with a second language preferred (Spanish, French, German, Mandarin)
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.