Customer Care Manager

Elkay; Erie (Erie County); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive Salary

Medical, Dental, Vision Insurance

Matching 401(k) Contribution

Health Savings Account

Annual Bonus Eligibility

Employee Stock Purchase Plan

Job summary

Elkay is seeking a Customer Experience Manager to deliver exceptional service across operations. This senior role will own the end-to-end customer experience and serve as the senior escalation point for critical issues. Candidates must have 5+ years of experience in customer care with strong leadership skills.

Responsibilities include monitoring KPIs, enhancing workflows, and leveraging advanced analytics for operational efficiency. The position offers competitive salary and benefits.

Qualifications

• 5+ years of experience in customer care, operations management, or regional operations support, with direct people-leadership responsibility.
• Demonstrated success leading teams in customer-facing, high-volume, or complex operational environments.
• Experience applying AI, automation, or advanced analytics to improve workflow efficiency or customer experience is strongly preferred.

Responsibilities

• Own the end-to-end customer experience across all operations center touchpoints.
• Serve as the senior escalation point for strategic and high-impact customer issues.
• Monitor customer-facing KPIs and translate performance insights into actionable improvements.

Skills

Strong analytical skills

Excellent communication

Experience in customer care

Leadership experience

Education

Bachelor’s Degree or equivalent

Tools

Salesforce

Microsoft Dynamics 365

Job description

Customer Experience Manager

We are seeking a senior people leader responsible for delivering an exceptional end-to-end customer experience across multiple teams.

Key Responsibilities

• Own the end-to-end customer experience across all operations center touchpoints, ensuring timely, accurate, and consistent delivery of products and services.
• Serve as the senior escalation point for strategic and high-impact customer issues, resolving complex problems while restoring customer confidence and trust.
• Establish and maintain strong partnerships with Sales, Service Center Operations, and Regional Leaders to proactively align on customer needs, priorities, and service commitments.
• Monitor customer‑facing KPIs (e.g., backlog aging, order accuracy, responsiveness, OTIF) and translate performance insights into actionable improvements that materially enhance customer satisfaction.
• Use customer feedback, call/case trends, and service data to identify recurring pain points and lead cross‑functional actions to permanently eliminate them.

People Leadership & Talent Development

• Lead and inspire supervisors, group leaders, and associates through clear expectations, coaching, accountability, and recognition.
• Own all people‑management activities including hiring, onboarding, performance management, compensation input, disciplinary actions, scheduling, and workforce planning.
• Build a strong leadership bench by developing supervisors and high‑potential talent; ensure succession and continuity across the operations center.
• Create a culture of engagement, ownership, and customer advocacy, reinforcing behaviors that put the customer first in every decision.
• Upskill the organization in data literacy, continuous improvement, and practical AI adoption to future‑prove the team.

Operations Execution & Continuous Improvement

• Ensure effective execution of order management, demand fulfillment, backlog resolution, and inventory visibility to meet service, cost, and quality targets.
• Lead continuous improvement initiatives using established CI frameworks (e.g., VDM, ZEBS), focusing on simplifying work, improving flow, and increasing first‑time‑right outcomes.
• Partner cross‑functionally to balance customer commitments with operational capability, capacity, and cost‑to‑serve considerations.

AI, Analytics & Modernization

• Leverage AI tools, automation, and advanced analytics to improve customer responsiveness and operational efficiency, including intelligent case and order triage, backlog and demand‑risk forecasting, staffing and workload optimization, and root‑cause analysis of customer issues at scale.
• Translate analytical insights into practical changes that frontline teams can adopt and sustain.

Systems, Tools & Governance

• Utilize and continuously enhance workflows and reporting within enterprise systems such as Salesforce and Microsoft Dynamics 365.
• Ensure consistent application of company policies, governance standards, and customer service expectations.
• Act as a trusted operational advisor to leaders, using data‑driven and AI‑enabled insights to support decision‑making.

Experience & Qualifications

• Bachelor’s Degree or equivalent combination of education and experience.
• 5+ years of experience in customer care, operations management, or regional operations support, with direct people‑leadership responsibility.
• Demonstrated success leading teams in customer‑facing, high‑volume, or complex operational environments.
• Strong analytical skills with experience using data, dashboards, and technology to improve customer outcomes.
• Experience applying AI, automation, or advanced analytics to improve workflow efficiency or customer experience is strongly preferred.
• Excellent communication and influencing skills, with the ability to engage frontline teams and senior leaders alike.

Benefits

• Competitive Salary
• Medical, Dental, Vision, STD, LTD, AD&D, and Life Insurance
• Matching 401(k) Contribution
• Health Savings Account
• Up to 3 weeks starting vacation (may increase with tenure)
• 12 Paid Holidays
• Annual Bonus Eligibility
• Educational ReimbursementMatching Gift Program
• Employee Stock Purchase Plan – purchase company stock at a discount

Equal Opportunity Employer – Minority/Female/Disability/Veteran Zurn Elkay Water Solutions Corporation