Implementation Manager- Customer Care Transformation

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.

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

• 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

• 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

Equal Opportunity Employer – Minority/Female/Disability/Veteran

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.

• 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!

** 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.**