Implementation Manager- Customer Care Transformation

Downers Grove, IL

Full time

REQ-019943

Implementation Manager- Customer Care Transformation

The Company

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!

If you are a current employee, please navigate here (http://www.myworkday.com/elkay/d/inst/13102!CK5mGhIKBggDEMenAhIICgYI1A0Q2AI~*nsH-3y\_ndUM~/cacheable-task/2998$46522.htmld) 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 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

Equal Opportunity Employer – Minority/Female/Disability/Veteran

Salary Range: $106,798 - $146,00

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!

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 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!

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/Veteran

Zurn Elkay Water Solutions Corporation

What happens when two remarkable sustainability leaders come together as one?

A sustainability powerhouse is born, making a splash in the markets they serve and saving the planet one innovative installation at a time.

In early 2022, Zurn Water Solutions Corporation, a market leader in smart, sustainable water solutions, and Elkay Manufacturing, a commercial drinking water solutions leader, agreed to combine their two exceptional firms to become a single water solutions powerhouse.

Together, the combined company offers a comprehensive package of innovative, sustainable, specified, engineered water solutions and sustainable plumbing products that provide water safety, water quality, and water conservation through critical service environments, while delivering total building solutions for new construction and retrofit applications around the globe. Our innovative solutions enable customers to advance their ESG initiatives and reduce operating costs while providing students, patients, patrons, and people within public and private spaces a safe, clean environment and access to fresh, pure, potable water – the essence of life itself.

What makes Zurn Elkay Water Solutions Corporation special is our people and our culture.

While playing a leading role in sustainability and water access are remarkable, what makes Zurn Elkay’s story so compelling is the alignment of the two well-respected companies with powerful legacies and a combined 224-year company history and shared values and cultures where people matter most.

Sustainably inspired, the company has a deep commitment to Diversity, Equity & Inclusion, water, and environmental stewardship, and giving back to the communities where we live, work and play. Our powerful legacy of caring and commitment is made possible by the exceptional people that embody Zurn Elkay’s values.

We are looking for innovative, energetic people who want to help solve tomorrow’s challenges today. Our Total Associate Engagement core value means we work hard to ensure our associates have opportunities to grow and an inclusive culture in which to thrive. From formal training to on-the-job development and exposure to new businesses, when you join Zurn Elkay, you will join a collaborative organization that will give you opportunities to thrive and grow.