Global Director of Implementation, EZRA

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


Position at Ezra

Job Role: Global Director of Implementation  
Location: Toronto (Hybrid - 3 Days in office)  
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 adding a Global Director of Implementation to play a key role defining our strategy and supporting all Enterprise client implementation efforts. This is an exciting role with significant stretch opportunity, with the individual expected to play a critical role in EZRA’s current and future growth.  The way in which we implement programs for Enterprise customers continues to evolve – working in global highly matrixed organizations, new coaching use cases and launching programs to thousands of participants at once.  Having recently segmented our delivery teams into Implementation and Customer Success, we now need to further elevate our Implementation Managers as we embed EZRA’s propositions across organizations and delight our stakeholders. This is a senior strategic Individual Contributor role.  
What You’ll Do  
  • Work with core Delivery management to define a reimagined Implementation strategy aligned to Enterprise Delivery
  • Design and implement a re-imagined Enterprise Implementation project plan that drives task accountability, tracks RAG indicators, documents decisions made and flags any risks
  • Design and implement fundamental toolkit items to elevate how Implementation Managers work with clients and internal stakeholders, defining unique strategies for each proposition as needed
  • Drive consistency in our implementation methodology across our global teams, partnering with our Enterprise Implementation Leads 
  • Drive continuous improvement in the customer implementation experience, regularly reviewing and iterating in line with ongoing proposition innovation
  • Partner with Product and Proposition & Strategy teams to embed HRIS and SSO integrations into core implementation planning
  • Lead on project management training with IM team members to become more agile
  • Deploy external vendor tools to support complex implementations and enable more  interactivity and engagement with clients throughout their EZRA journey
  • Continual implementation collateral creation for internal and client facing needs
  • Partner with Sales and Legal early on in the sales process to consult on non-standard delivery requests
  • Scope and roll out EZRA’s first NPS system in partnership with Enterprise Delivery and Sales
  • Provide executive sponsorship to strategic accounts during the implementation phase
  • Support in the RFP and pitch process to bring to life the EZRA implementation experience
About You  
  • 2 – 4 years of experience in a senior customer facing role
  • Willingness to work in a fast-paced, start-up environment and comfort around operating with an element of ambiguity
  • 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
  • The ability to build collaboration locally and globally
  • Demonstrable project management experience
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.