Customer Experience Process Expert 1 1

Lubrizol IMEA; Maharashtra; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Lubrizol Corporation seeks a seasoned Global Process Design & Transformation leader to design future-state Order-to-Cash processes and embed proactive, event-driven execution across regions.

You will implement standardized playbooks, establish governance frameworks, and drive continuous improvement through automation and data-driven insights. Collaboration with IT, regional teams, and business units is essential.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Operations Management, or related field.
• Tenure: 10+ years in Customer Experience, Order to Cash or related global roles.
• Extensive hands-on experience with SAP Order-to-Cash modules in a global context.

Responsibilities

• Design and document future-state O2C processes with event-driven orchestration.
• Embed new ways of working to shift teams to proactive event management.
• Set global standards for touchless order processing and intelligent exception handling.
• Develop and maintain a global event taxonomy and escalation paths.
• Partner with IT to enable processes via ERP, CRM, and workflow platforms (SAP S/4HANA, Dynamics 365).
• Contribute to AI and analytics use cases to improve visibility and proactive resolution.

Skills

Project management

Stakeholder engagement

Data visualization

Analytical mindset

Process governance

Education

Bachelor’s degree in Business/Supply Chain/Operations Management

Tools

SAP Order-to-Cash

SAP S/4HANA

Dynamics 365

CRM

ERP systems

Job description

Shape the Future with Us.

At Lubrizol, we're bringing to life the chemistry behind clean water, efficient transportation, reliable infrastructure, critical medicines, and the products people rely on every day through science, sustainability, and a culture of inclusion.

Date: Sep 11, 2026

Location: Pune, MH, IN, 411001

Company: Lubrizol Corporation

Key Responsibilities

Global Process Design & Transformation

• Design and document future-state O2C processes, emphasizing event-driven orchestration and exception-based execution.
• Embed new ways of working that shift teams from transactional processing to proactive event management.
• Set global standards for touchless order processing, intelligent exception handling, and consistent customer outcomes.

Event & Exception Framework

• Develop and maintain a global event taxonomy (e.g., order failures, credit blocks, supply and delivery risks).
• Define event triggers, thresholds, prioritization logic, and escalation paths to enable timely intervention.
• Create standardized response playbooks to ensure consistent issue handling and resolution across regions.

Technology & Digital Enablement

• Partner with IT and transformation teams to enable processes through ERP, CRM, and workflow platforms (e.g., SAP S/4HANA, Dynamics 365).
• Support the implementation of case management, automated workflows, and real-time alerting to manage exceptions at scale.
• Contribute to AI and analytics use cases that improve visibility, predict risk, and enable proactive issue resolution.

Governance & Global Alignment

• Establish governance frameworks that drive adherence to global process standards and controls.
• Align Regional BPEs to common methodologies, artifacts, and practices to ensure consistent execution across regions.
• Serve as a central point of expertise for process design decisions, trade-offs, and standard interpretations.

Performance & Continuous Improvement

• Define global KPIs (e.g., touchless rate, event resolution time, cycle time, cost-to-serve) and standard reporting definitions.
• Analyze cross-regional performance trends to identify systemic issues, root causes, and improvement opportunities.
• Lead continuous improvement initiatives that increase automation, reduce manual effort, and improve service reliability.

Change & Adoption Support

• Support development of training materials, playbooks, and communications to enable adoption of new processes and tools.
• Partner with regional teams to drive readiness, deployment, and sustained adoption of standardized ways of working.
• Reinforce a culture of standardization, accountability, and continuous improvement across the O2C community.

Requirements

Education

• Bachelor’s degree in Business, Supply Chain, Operations Management, or a related field.

Experience

• 10+ years Customer Experience, Order to Cash, or related roles, with global or multi-region process leadership.
• 5+ years of experience leading or coordinating global process improvement or governance initiatives.
• Extensive hands‑on experience with SAP Order‑to‑Cash modules in a global context.

Skills And Competencies

• Strong project management and process governance skills.
• Excellent communication and stakeholder engagement abilities.
• Ability to drive global standardization and harmonization.
• Analytical mindset with expertise in continuous improvement methodologies.
• Proficiency with data visualization platforms (e.g., Power BI).

Considered a Plus

• Knowledge of Lubrizol's global product portfolio and international regulatory environments.
• Experience working in a highly matrixed, multinational organization.
• Lean, Six Sigma, or APICS certification.

Travel

• Minimal travel may be required for training or meetings. Any travel requirements will be communicated in advance and will adhere to company travel policies.

Lubrizol: Imagined for Life. Enabled by Science. ™ Delivered by You.

For nearly 100 years, The Lubrizol Corporation, a Berkshire Hathaway company, has been at the forefront of innovation to enhance everyday life, advance mobility, and make the modern world work better. Our specialty chemistry solutions from engine oils, performance coatings, and skincare to medical devices and plumbing systems are powered by the expertise, passion, and commitment of people like you. We tackle the world’s toughest challenges with science-based solutions, deeply understanding our customers to deliver innovative chemistry and differentiated value. Our inclusive culture, dedication to safety, and incredible global talent drive our success. Our solutions meet the evolving needs of the modern world - brought to life by science and, most importantly, delivered by you. Whether you're in the lab, on the production floor, or in the office, you'll be part of a team around the world that empowers you to think boldly, drive results, and contribute to solutions that shape a better, more sustainable future. We win because of you. Let’s build the future together.

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