Implementation Manager- Customer Care Transformation

Careerwebsite

Downers Grove, Northern (IL, KY)

Hybrid

USD 107,000 - 146,000

Full time

5 days ago

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Benefits offered by this job

Competitive Salary

Medical, Dental, Vision

401(k) Matching

Educational Reimbursement

Job summary

Zurn Elkay Water Solutions Corporation is seeking an Implementation Manager for Customer Care Transformation in Downers Grove, IL. You will own end-to-end processes, drive improvements, and lead cross-functional initiatives to optimize service delivery.

Responsibilities include SOP governance, change management, KPI reporting, CSAT programs, and leadership of two direct reports, within a values-driven environment that prioritizes integrity and customer experience.

Qualifications

5+ years in Customer Care, Operations, Process Improvement, or Implementation roles.
Experience with SOP ownership, change management, and cross-functional initiatives.
Strong analytical, communication, and organizational skills.
Must be located in Downers Grove, IL.

Responsibilities

Own and optimize end-to-end Customer Care processes to drive efficiency, accuracy, and scalability.
Develop, standardize, and maintain SOPs and process documentation; ensure consistency and governance.
Lead rollout of new initiatives, tools, and service models with structured change management.
Define and manage KPIs tied to process performance, service quality, and customer experience; build dashboards.
Own customer outreach strategy, CSAT programs, and feedback loops; collaborate cross-functionally to resolve issues.
Partner with Sales, Operations, IT, and Supply Chain to align on process design and initiatives; lead the Customer Care team.
Lead, coach, and develop team members with regular feedback and performance management; manage two direct reports.

Skills

Analytical

Communication

Organizational skills

Cross-functional collaboration

Education

Bachelor's degree in Business/Operations or related field

Tools

Salesforce

Oracle

Tableau

Power BI

Oracle Analytics Cloud (OAC)

Job description

Implementation Manager – Customer Care Transformation

Zurn Elkay Water Solutions Corporation is a thriving, values-driven company focused on doing the right things. We're a fast growing, publicly traded company (NYSE: ZWS), with an enduring reputation for integrity, giving back, and providing an engaging, inclusive environment where careers flourish and grow. Named by Newsweek as One of America's Most Responsible Companies and an Energage USA Top Workplace, at Zurn Elkay Water Solutions Corporation, we never forget that our people are at the center of what makes us successful. They are the driving force behind our superior quality, product ingenuity, and exceptional customer experience. Our commitment to our people and their professional development is a recipe for success that has fueled our growth for over 100 years, as one of today's leading international suppliers of plumbing and water delivery solutions.

Headquartered in Milwaukee, WI, Zurn Elkay Water Solutions Corporation employs over 2800 employees worldwide, working from 24 locations across the U.S., China, Canada, Dubai, and Mexico, with sales offices available around the globe. We hope you'll visit our website and learn more about Zurn Elkay at zurnelkay.com.

If you're ready to join a company where what you do makes a difference and you have pride in the work you are doing, talk to us about joining the Zurn Elkay Water Solutions Corporation family!

Key Responsibilities

Process Ownership & Continuous Improvement

Own and optimize end-to-end Customer Care processes to drive efficiency, accuracy, and scalability
Identify gaps and lead process improvement initiatives aligned to business priorities
Maintain a prioritized roadmap of continuous improvement efforts

SOP Governance

Develop, standardize, and maintain SOPs and process documentation
Ensure consistency, compliance, and accessibility across teams
Establish governance for ongoing updates and version control

Implementation & Change Management

Lead rollout of new initiatives, tools, and service models
Develop and execute structured change management plans (communication, training, adoption)
Ensure seamless transition from implementation to steady-state operations

KPI & Reporting Management

Define and manage KPIs tied to process performance, service quality, and customer experience
Build and maintain dashboards to track performance and identify trends
Provide actionable insights to leadership and drive accountability through data

Customer Outreach & CSAT Ownership

Own customer outreach strategy, including proactive communication and post-implementation follow-up
Manage CSAT programs (surveys, feedback loops, customer listening)
Analyze feedback and partner cross-functionally to resolve pain points and improve satisfaction
Embed the voice of the customer into process improvements and SOP updates

Cross-Functional Collaboration

Partner with Sales, Operations, IT, and Supply Chain to align on process design and initiatives
Serve as the central point for Customer Care process and implementation alignment

Leadership

Lead, coach, and develop team members through regular feedback, performance management, and career development in alignment with Zurn Elkay core values
Manage team of 2 direct reports

Qualifications

5+ years in Customer Care, Operations, Process Improvement, or Implementation roles
Experience with SOP ownership, change management, and cross-functional initiatives
Strong analytical, communication, and organizational skills
Must be located in Downers Grove, IL

Preferred