Operational Excellence Manager

1 week ago

Toronto, Ontario, Canada EZRA Coaching Full time

Job Role: Operational Excellence Manager

Location: Toronto, Canada (Hybrid 3 days in office)

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 Excellence Manager to bring structure and scale to our existing processes, and develop and implement new ones, to ensure our internal ways of working enable growth and align to EZRA's strategic objectives and values. This role will be responsible for balancing this approach with an agile and innovative mentality to support EZRA's growing initiatives and offerings.

The Team

The Operational Excellence (OE) team supports the entire organization and oversees the highest-impact and most complex cross-functional internal projects. 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 VP, Operational Excellence. The role has no direct reports.

What You'll Do:

  • Cross-functional Projects
  • Scope and lead large-scale cross-functional and organization-wide projects
  • Define governance best practice and execute on timelines, managing risks and proposing mitigation with a solution-oriented mindset
  • Deliver on change management and assess success with measurable metrics
  • Design enablement and training material for each project launch that requires a system enhancement, process improvement, or change in behavior
  • Navigate an agile organization while managing expectations and partnering with senior stakeholders
  • Data & Reporting
  • 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
  • Team
  • Guide more junior members of the OE team through their projects in a mentorship capacity
  • 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 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
What We Offer
  • Your own world class coach
  • Regular team social events
  • Contribution to a wellbeing app (think meditation, fitness, sleep)
  • A weekly wellbeing hour and much more
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.
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