Global CX Process Excellence & Systems Lead

Quaker Houghton; Pennsylvania; On-site; USD 90,000 - 130,000; Full time

Job summary

Quaker Houghton seeks a Continuous Improvement & Process Excellence lead to drive global process excellence across Customer Service and Order-to-Cash. You will partner with CS, Supply Chain, Finance, IT, and Business Excellence to standardize processes, eliminate waste, and leverage automation for better customer experiences and productivity.

You will own the roadmap for optimization, lead deployment of RPA and AI-enabled tools, and manage change programs to ensure sustainable benefits and

Qualifications

• Leads global process improvement and standardization across Customer Service and O2C.
• Drives automation and technology enablement to enhance productivity and service performance.
• Establishes governance and tracks benefits realization from improvements.

Responsibilities

• Lead the CS continuous improvement strategy and roadmap across global O2C processes.
• Identify opportunities to improve service quality, efficiency, and customer experience.
• Facilitate problem-solving methods to drive sustainable improvements.
• Map processes, analyze value streams, and investigate root causes.
• Develop and implement standardized best practices across regions.

Skills

Process improvement

RPA

Automation

Change management

Project management

Stakeholder collaboration

Tools

Workflow automation tools

Robotic Process Automation (RPA)

AI-enabled solutions

Digital tools

Job description

Quaker Houghton seeks a Continuous Improvement & Process Excellence lead to drive global process excellence across Customer Service and Order-to-Cash. You will partner with CS, Supply Chain, Finance, IT, and Business Excellence to standardize processes, eliminate waste, and leverage automation for better customer experiences and productivity.

You will own the roadmap for optimization, lead deployment of RPA and AI-enabled tools, and manage change programs to ensure sustainable benefits and