Implementation Manager- Customer Care Transformation
$86,000–$119,000 year
On-siteDowners Grove, Illinois, United States
Job Summary
Own and optimize end-to-end Customer Care processes to drive efficiency, accuracy, and scalability. Develop, standardize, and maintain SOPs while establishing governance for ongoing updates and version control. Lead rollout of new initiatives and tools, executing structured change management plans to ensure seamless transition to steady-state operations. Define and manage KPIs tied to process performance and customer experience, building dashboards to track trends and drive accountability. Own customer outreach strategy and CSAT programs, analyzing feedback to resolve pain points and improve satisfaction. Partner with Sales, Operations, IT, and Supply Chain to align on process design and initiatives. Lead, coach, and develop a team of two direct reports through regular feedback and performance management.
Required 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
- Bachelor's degree in Business, Operations, or related field
- 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
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