Project Manager, Customer Service

LyondellBasell Industries; Houston (TX); On-site; USD 90,000 - 150,000; Full time

Job summary

LyondellBasell Industries in Houston seeks an experienced Project Manager for Customer Service. You will lead complex regional and global Customer Service projects across Order-to-Cash, coordinating across Sales, Supply Chain, Finance, Digital Technology, and external providers.

The role requires 8+ years in CS/OTC, a related degree, strong change management, proficiency in SAP order management, CRM, and analytics, and excellent English communication.

Qualifications

• Minimum 8 years of experience in Customer Service, Order-to-Cash, Supply Chain, Commercial, or related organizations.
• Bachelors or Masters degree in a related field.
• Experience in project management and change implementation.
• Knowledge of Customer Service concepts including order management, case management, complaints, returns, and service performance.
• Ability to translate business needs into standardized processes, user stories, and requirements.
• Knowledge of SAP order management, CRM, workflow, automation, and analytics.
• Strong ability to influence and manage stakeholders in a fast-paced environment.
• Must be fluent in English.

Responsibilities

• Leads complex regional and global Customer Service projects across the Order-to-Cash process.
• Provides functional expertise in strategy, transformation initiatives, and roadmap execution.
• Translates business needs into standardized processes, user stories, functional requirements, controls, data requirements.
• Works with the Center of Excellence to apply enterprise frameworks.
• Develops performance measures and dashboards to identify root causes and drive improvements.
• Supports development and application of Customer Service standards.
• Assesses change impacts and coordinates training, adoption, and benefits tracking.
• Monitors trends to propose future improvements.

Skills

Project management

Change implementation

Stakeholder engagement

Analytical capability

English fluency

Customer Service

Order-to-Cash

Education

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

Tools

SAP Order Management

CRM

Case management

Workflow automation

Telephony

Analytics

Job description

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Project Manager, Customer Service

Location: Houston, TX, US, 77056

Facility: Williams Tower -130

Division: Intermediates & Derivatives and Enterpri

LyondellBasellis a leader in the global chemical industry creating solutions for everyday sustainable living. With a nearly 70-yearlegacy that includes a Nobel Prize in Chemistry and our proprietaryMoReTecrecycling 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'readdressing 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.
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