Implementation Manager- Customer Care Transformation
The 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 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:- Bachelor's degree in Business, Operations, or related field required
- Experience in B2B, manufacturing, or distribution environments
- Familiarity with Salesforce, Oracle, or similar systems
- Experience with reporting tools (Tableau, Power BI, OAC)
- Lean / Six Sigma certification
Salary Range: $86,000 - $119,000
The 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 & Benefits- Competitive Salary
- Medical, Dental, Vision, STD, LTD, AD&D, and Life Insurance
- Matching 401(k) Contribution
- Health Savings Account
- Educational Reimbursement
- Matching Gift Program
Total Rewards and 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 Reimbursement
- Matching Gift Program
- Employee Stock Purchase Plan - purchase company stock at a discount!
Total Rewards and 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 Reimbursement
- Matching Gift Program
- Employee Stock Purchase Plan - purchase company stock at a discount!
