Project Manager, Customer Service

LyondellBasell; Houston (TX); On-site; USD 110,000 - 140,000; Full time

Job summary

LyondellBasell in Houston seeks an experienced Customer Service Project Manager within Global Supply Chain to lead complex regional and global Order-to-Cash initiatives, aligning cross-functional teams and leveraging technology solutions.

You will translate business needs into standardized processes, define requirements, and establish metrics and governance to improve customer experience, service performance, and operational excellence.

Qualifications

• 8+ years in Customer Service, Order-to-Cash, or related roles.
• Experience leading cross-functional, global Customer Service projects.
• Ability to translate business needs into standardized processes and requirements.
• Proficiency with digitization, AI, automation and omnichannel service concepts.

Responsibilities

• Lead complex regional and global Customer Service projects across the Order-to-Cash process with cross-functional teams.
• Provide functional expertise in support of Customer Service strategy, transformation initiatives, and roadmap execution.
• Translate business needs into standardized processes, user stories, and functional requirements.
• Collaborate with Center of Excellence to apply enterprise frameworks to initiatives.
• Develop performance measures and service-level expectations; use data to identify improvements.
• Support development of Customer Service standards and adoption of best practices.
• Assess change impacts and coordinate stakeholder engagement and benefits tracking.
• Monitor trends to assess business impact and plan future improvements.

Skills

Customer Service

Order-to-Cash

Project Management

Change Management

English Fluency

Education

Bachelor’s or Master’s degree in Supply Chain, Business, Commercial, or related field

Tools

SAP Order Management

CRM

Analytics

Job description

LyondellBasell is a leader in the global chemical industry creating solutions for everyday sustainable living. With a nearly 70-year legacy that includes a Nobel Prize in Chemistry and our proprietary MoReTec recycling technology, LYB is enabling a more sustainable future for generations to come. LYB develops high-quality and innovative products for applications ranging from sustainable transportation and food safety to clean water and quality healthcare. LYB places high priority on diversity, equity and inclusion and is Advancing Good with an emphasis on our planet, the communities where we operate and our future workforce. We're addressing the global challenges of ending plastic waste, taking climate action, and supporting a thriving society, while generating value for our customers, investors, and society.

Come Join an Inclusive Team

LyondellBasell Global Supply Chain is a customer focused organization providing industry leading service while delivering differential value to the business—today and into the future. The Supply Chain organization includes Operations, Customer Service, Logistics & Compliance, and a Center of Excellence.

The Customer Service Project Manager is the subject matter expert for Customer Service processes and leads complex Customer Service projects and defined workstreams within broader regional and global initiatives across the Order-to-Cash process. The role translates business and customer needs into standardized, scalable processes enabled by effective technology solutions. In close partnership with senior stakeholders and the Center of Excellence, the incumbent applies leading industry practices and contributes Customer Service expertise to align priorities with enterprise data, analytics, governance, and Process Excellence frameworks to deliver measurable and sustainable improvements in customer experience, service performance, efficiency, and control.

A Day in the Life

• Leads complex regional and global Customer Service projects across the Order-to-Cash process, coordinating Customer Service, Sales, Supply Chain, Finance, Digital Technology, the Center of Excellence, and external solution providers.
• Provides functional expertise in support of Customer Service strategy, transformation initiatives, and roadmap execution across customer experience, process excellence, digitization, sustainability, and operating-model priorities.
• Translates business and customer needs into standardized processes, user stories, functional requirements, controls, data and analytics requirements, and implementation plans.
• Works with the Center of Excellence to apply enterprise frameworks to assigned Customer Service initiatives.
• Develops and recommends performance measures, process health metrics, and service-level expectations for stakeholder approval; uses governed data, dashboards, and operational reviews to identify root causes, prioritize improvements, and strengthen Order-to-Cash execution.
• Supports the development and application of Customer Service standards within assigned processes or initiatives, identifies gaps in process or performance, and applies leading industry practices and technology capabilities to drive operational excellence.
• Assesses change impacts and coordinates stakeholder engagement, training, adoption, and benefits tracking for assigned initiatives.
• Monitors Customer Service, Order-to-Cash, customer experience, and technology trends to assess business impact and recommend future improvements.

You Bring This Value

• Professional with a minimum of 8 years of experience in Customer Service, Order-to-Cash, Supply Chain, Commercial, or related organizations.
• Bachelor’s or Master’s degree in Supply Chain, Business, Commercial, or a related field
• Relevant project management and change implementation experience.
• Profound knowledge and experience of business concepts, processes, and tools related to the execution of Customer Service, including order management, case management, complaints, returns, customer communications, and service performance.
• Experience translating business needs into standardized processes, functional requirements, user stories, controls, and technology enhancements.
• Knowledge of emerging Customer Service topics, including digitization, AI and automation, omnichannel service, workflow, telephony, real-time visibility, sustainability, and customer self-service. Ability to serve as a subject-matter resource and credible discussion partner for these topics.
• Demonstrated ability to identify improvement opportunities and support adoption of new processes and technologies.
• Must be fluent in English

Preferred Qualifications

• Deep knowledge of Customer Service operations and the end-to-end Order-to-Cash process, including order management, exception resolution, delivery coordination, billing, returns, complaints, and customer communications.
• Ability to design, standardize, and continuously improve Customer Service processes in accordance with established governance frameworks by applying outside industry standards, leading practices, and emerging capabilities to drive operational excellence and future-ready operations.
• Strong analytical capability to define performance measures, process health metrics, and service-level expectations; identify recurring issues and root causes; and contribute analysis and recommendations to business cases for sustainable improvement.
• Ability to translate Customer Service and Order-to-Cash needs into standardized processes, user stories, functional requirements, controls, data requirements, and implementation plans.
• Knowledge of Customer Service technology and digital capabilities, including SAP order management, CRM, case management, workflow, telephony, customer self-service, automation, and analytics.
• Ability to work with the Center of Excellence to apply enterprise frameworks to assigned Customer Service initiatives.
• Strong project and change management capability, including stakeholder engagement, implementation planning, training, adoption, and benefits realization.
• Strong ability to influence without authority, align cross-functional stakeholders, communicate effectively, and perform in an environment with competing priorities and ambiguity.

Competencies

Drive Innovation

Technical Skills

Grow Capabilities

Promote Inclusion

Motivational Fit

Build Partnerships

Deliver Results

Learn more about our benefits : Benefits/Health & Welfare | LyondellBasell

LyondellBasell is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, disability, age, veteran status, and other legally protected characteristics. The US EEO is the Law poster is available here .

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