About this opportunity
Zurn Elkay Water Solutions Corporation lists this Implementation Manager- Customer Care Transformation opportunity in downers grove, Illinois. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Implementation Manager- Customer Care TransformationThe Implementation Manager will drive process excellence, SOP governance, and operational transformation across the Customer Care organization. This role is responsible for implementing new initiatives, leading change management efforts, and owning KPI/reporting frameworks while ensuring a strong focus on customer outreach and CSAT performance. This position serves as a key cross-functional link between Customer Care, Sales, IT, and Operations to ensure standardized, scalable processes that improve both customer experience and operational efficiency.Key ResponsibilitiesProcess Ownership & Continuous ImprovementOwn and optimize end-to-end Customer Care processes to drive efficiency, accuracy, and scalabilityIdentify gaps and lead process improvement initiatives aligned to business prioritiesMaintain a prioritized roadmap of continuous improvement effortsSOP GovernanceDevelop, standardize, and maintain SOPs and process documentationEnsure consistency, compliance, and accessibility across teamsEstablish governance for ongoing updates and version controlImplementation & Change ManagementLead rollout of new initiatives, tools, and service modelsDevelop and execute structured change management plans (communication, training, adoption)Ensure seamless transition from implementation to steady-state operationsKPI & Reporting ManagementDefine and manage KPIs tied to process performance, service quality, and customer experienceBuild and maintain dashboards to track performance and identify trendsProvide actionable insights to leadership and drive accountability through dataCustomer Outreach & CSAT OwnershipOwn customer outreach strategy, including proactive communication and post-implementation follow-upManage CSAT programs (surveys, feedback loops, customer listening)Analyze feedback and partner cross-functionally to resolve pain points and improve satisfactionEmbed the voice of the customer into process improvements and SOP updatesCross-Functional CollaborationPartner with Sales, Operations, IT, and Supply Chain to align on process design and initiativesServe as the central point for Customer Care process and implementation alignmentLeadershipLead, coach, and develop team members through regular feedback, performance management, and career development in alignment with Zurn Elkay core valuesManage team of 2 direct reportsQualifications5+ years in Customer Care, Operations, Process Improvement, or Implementation rolesExperience with SOP ownership, change management, and cross-functional initiativesStrong analytical, communication, and organizational skillsMust be located in Downers Grove, ILPreferred:Bachelor's degree in Business, Operations, or related field requiredExperience in B2B, manufacturing, or distribution environmentsFamiliarity with Salesforce, Oracle, or similar systemsExperience with reporting tools (Tableau, Power BI, OAC)Lean / Six Sigma certificationEqual Opportunity Employer – Minority/Female/Disability/VeteranSalary Range: $86,000 - $119,000The compensation range(s) identified above are a good faith estimate of the salary expected to be paid as performed from these locations. Actual salaries may vary based on a variety of factors including but not limited to skillset, experience, education and training; and other relevant business and organizational factors. Most candidates will start in the lower half of the range.Total Rewards & BenefitsCompetitive SalaryMedical, Dental, Vision, STD, LTD, AD&D, and Life InsuranceMatching 401(k) ContributionHealth Savings AccountEducational ReimbursementMatching Gift ProgramUp to 3 weeks starting Vacation (may increase with tenure)12 Paid HolidaysAnnual Bonus EligibilityEmployee Stock Purchase Plan – purchase company stock at a discount!**THIRD PARTY AGENCY: Any unsolicited submissions received from recruitment agencies will be considered property of Zurn Elkay, and we will not be liable for any fees or obligations related to those submissions.**
Worksite address
downers grove, IL, 60515, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.