Implementation Manager- Customer Care Transformation

Implementation Manager- Customer Care TransformationThe CompanyZurn 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!If you are a current employee, please navigate here to apply internally.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 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 alignmentLeadership Lead, coach, and develop team members through regular feedback, performance management, and career development in alignment with Zurn Elkay core valuesManage team of 2 direct reportsQUALIFICATIONS 5+ 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 ProgramTotal Rewards and BenefitsCompetitive SalaryMedical, Dental, Vision, STD, LTD, AD&D, and Life InsuranceMatching 401(k) ContributionHealth Savings AccountUp to 3 weeks starting Vacation (may increase with tenure)12 Paid HolidaysAnnual Bonus EligibilityEducational ReimbursementMatching Gift ProgramEmployee 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.**Total Rewards and BenefitsCompetitive SalaryMedical, Dental, Vision, STD, LTD, AD&D, and Life InsuranceMatching 401(k) ContributionHealth Savings AccountUp to 3 weeks starting Vacation (may increase with tenure)12 Paid HolidaysAnnual Bonus EligibilityEducational ReimbursementMatching Gift ProgramEmployee 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.**Equal Opportunity Employer – Minority/Female/Disability/VeteranSummaryLocation: Downers Grove, ILType: Full time