Operational Service Specialist - EZRA

About the role

The Operational Service Specialist works in the Operational Shared Services team of EZRA, part of the Customer Experience & Operations function. The team is an expert in back-office processes, with a specialism in open enrolment registration management. The role supports the EZRA business in delivering an excellent participant experience and accurate financial processing, acting as a cross-functional partner to Customer Success, Billing and Tech. It is an individual contributor role reporting to the Manager, Operational Shared Services, based in Toronto on a hybrid basis (3 days in the office).

Key responsibilities

• Own end-to-end registration and launch management for mainly open enrolment programs, and occasionally process for large-scale non-open enrolment populations.
• Manage global coaching program extension requests and use EZRA systems for order processing and revenue forecasting of open enrolment registrations.
• Coordinate with Customer Success Managers, Billing and the Configuration teams to run end-to-end workflows and resolve client issues.
• Identify blockers, dependencies and risks across OSS workflows to speed revenue recognition and keep things accurate.
• Document open enrolment processes in Confluence and manage shared inboxes, chasing incomplete registrations and following tagging protocols.
• Coordinate credit card invoicing with Billing, monitor SLAs and chargebacks, and create and send service quotes for participant coaching.
• Analyze rates and purchase orders against company contracts before processing registrations, review participant communications for clarity, and support data hygiene initiatives.
• Expanded duties include setting up client access for EZRA portals, handling helpdesk tickets, launching participants in the admin system, creating program completion certificates, sending engagement nudges, preparing end-of-program ROI reports, and supporting PSA system work.

Required profile

• 3+ years of experience in a back office or administrative role.
• Strong attention to detail and ability to keep many concurrent processes organized.
• Experience working with technical systems and understanding of financial processes, POs and payment methods.
• Ability to follow and document processes, collaborate locally and globally, and work in a global team, sometimes flexing hours for client or business deadlines.

What we offer

• A personal coach to help you grow, plus coaching for friends and family.
• Charity days and a learning budget.
• Weekly wellbeing hour with no meetings or emails.
• Regional benefits flex and a welcoming, inclusive workplace.