Implementation Manager- Customer Care Transformation

Elkay Manufacturing•Downers Grove, IL

1d•$86,000 - $119,000•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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
Develop, standardize, and maintain SOPs and process documentation
Ensure consistency, compliance, and accessibility across teams
Establish governance for ongoing updates and version control
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
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
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
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
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