What are the responsibilities and job description for the Programs Manager, Fulfillment position at elkay?
Programs Manager, Fulfillment 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 to apply internally. The Fulfillment Program Manager owns high‑impact, cross‑functional programs at the intersection of Fulfillment, Transportation, and Customer Care. This role is accountable for delivering measurable cost savings, improving service reliability, and transforming the customer experience through disciplined program execution and data‑driven decision making. This position supports enterprise transportation and freight optimization initiatives, with accountability for cost-out delivery, service performance improvement, and end‑to‑end execution of logistics programs across Parcel, LTL, and FTL networks. This role partners closely with Fulfillment Operations, Customer Care, and Finance to translate carrier strategies into measurable savings and improved customer outcomes. In addition, this role enables transformation of Customer Care from reactive issue resolution to a proactive, value‑generating department. The position supports the cross‑functional programs that reduce avoidable cases, automate manual work, and redeploy capacity into higher‑value activities such as inside sales, customer outreach, and exception prevention. Lead complex, multi‑workstream Fulfillment programs spanning transportation optimization, service reliability, and customer experience improvement Drive freight savings initiatives while reducing service failures that generate customer contacts and escalations Partner with Customer Care leaders to align fulfillment execution with case reduction and proactive customer engagement strategies Develop business cases linking operational improvements to cost, EBITDA impact, headcount efficiency, and customer outcomes Establish standardized program management disciplines (charter, milestones, KPI tracking, executive readouts) Serve as a thought partner to senior Fulfillment and Customer Care leadership on continuous improvement strategy and prioritization Support transportation optimization programs across Parcel, LTL, and FTL, including carrier sourcing, RFPs, mode optimization, and network efficiency initiatives Analyze annual and multi‑year freight cost‑out roadmaps, delivering measurable savings while protecting service, transit time, and CSAT Partner with Transportation Analytics to define and track KPIs (OTD, OTP, claims %, accessorials, rate variance) Drive standardization of carrier management practices, escalation paths, and operating cadences across distribution centers Translate freight and service failures into actionable root cause insights that reduce downstream Customer Care cases and escalations Serve as program lead for cross‑functional transportation initiatives spanning Fulfillment, Customer Care, Finance, IT, and Rep Operations Support enterprise Customer Care transformation initiatives focused on case reduction, handle time improvement, and escalation prevention Design and execute programs that eliminate repeatable fulfillment defects (order status, delivery issues, carrier exceptions) Partner with Fulfillment, Transportation, and Digital teams to automate workflows and improve first‑time‑right execution Translate voice‑of‑customer, case, and escalation data into prioritized improvement roadmaps Enable redeployment of Customer Care capacity into revenue‑generating activities (inside sales, outreach, warm transfer initiatives) Establish program governance, KPI reporting, and executive‑level visibility into Customer Care performance and transformation progress Success Measures Net freight and fulfillment cost savings Customer Care case reduction attributable to fulfillment fixes Improvement in end‑to‑end order experience metrics On‑time delivery and issue‑free order performance Freight cost‑out delivered vs target ($) OTD / OTP performance improvement Case reduction tied to transportation defects Carrier performance scorecard improvements Total case volume reduction Avoidable case percentage reduction CSAT and escalation rate improvement Capacity redeployed to growth activities (hours / FTE equivalent Qualifications Bachelor’s degree in Supply Chain Management, Operations, Business, or related field 8 years of experience in supply chain, fulfillment, or operations management Experience in leading cross-functional projects and teams Strong knowledge of fulfillment processes, including demand planning, inventory management, and distribution Expertise in data analysis, process improvement, and operational excellence methodologies (Lean, Six Sigma, etc.) Proven ability to optimize supply chain footprint and network strategies Excellent communication and leadership skills Ability to manage multiple priorities in a fast-paced environment 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.