Program Manager (Customer Experience Transformation)

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.


As part of our global team, you'll be empowered to make a real impact - on your career, your community, and the world around you.

Job Type: Full-time

Workplace Flexibility: On-site 4 days/week with 1-day remote flex

Locations: Wickliffe, OH or Midland, MI

Travel: minimal to none

How You'll Make an Impact

We are seeking a result-driven, experienced Program Manager (Customer Experience Transformation) to lead and execute large-scale transformation initiatives focused on modernizing Order to Cash (OTC) technology platforms and standardizing business customer experience processes across a global organization . This role is critical in driving cross-functional alignment, ensuring disciplined program execution, and delivering measurable improvements in productivity, cost efficiency, and customer experience.

Program Leadership

• Lead end-to-end delivery of complex, multi-year transformation programs spanning technology modernization (e.g., CRM, automation) and global process standardization.
• Establish robust program structures, governance models, milestones, and success metrics aligned with strategic business objectives.
• Ensure programs are delivered on time, within scope, and within budget.

Transformation Execution

• Drive the implementation of standardized, scalable OTC processes across regions and business units, ensuring local adoption and global consistency.
• Align process design with technology solutions, identifying and resolving gaps between business needs and systems capabilities.
• Develop and execute detailed rollout plans, communication strategies, and training materials to support effective adoption and usage.

Stakeholder Management

• Engage and align with senior leadership and key stakeholders, building consensus and driving timely decision-making
• Coordinate work between teams, functions, and regions worldwide to ensure everyone stays informed and accountable.

Change Management & Adoption

• Champion comprehensive change management strategies to facilitate adoption of new processes, systems, and tools.
• Partner with relevant team and stakeholders to embed sustainable ways of working and foster a culture of continuous improvement.

Financial & Performance Management

• Track and report on program value realization, including productivity gains, cost savings, and headcount impacts.
• Proactively manage program budgets, risks, dependencies, and issue resolution, ensuring timely escalation and mitigation.

Governance & Reporting

• Establish and maintain effective governance structures, including leadership reviews, to oversee program direction and decision-making.
• Deliver transparent, data-driven reporting on program health, risks, outcomes, and proactively identify and resolve issues.

Required Qualifications that Enable Your Success

• Bachelor's degree in Business, Information Systems, or a related field.
• 8+ years of experience in program management transformation, or consulting roles for customer experience, sales operations, order to cash or similar initiatives
• Proven track record of successfully leading large-scale, global transformation initiatives.
• Experience with technology implementations (e.g., ERP such as SAP S/4HANA, CRM, workflow automation).
• Strong expertise in process standardization, continuous improvement, and operational excellence methodologies.
• Demonstrated ability to manage complex, multi-level stakeholder environments and influence senior leaders.
• Strong analytical skills, with a history of driving measurable business outcomes (e.g., cost reduction, productivity, service improvement).
• Excellent communication, leadership, and organizational skills.

Preferred Qualifications that Drive you Forward

• Master's Degree or MBA

Your Work Environment/Physical Requirements
At Lubrizol, we're committed to providing a safe, inclusive, and empowering environment where you can do your best work - whether in a lab, on the production floor, or in a hybrid office setting. Depending on your role, your work environment may include:

• Standing, walking, or operating equipment for extended periods

• Working in a lab or manufacturing setting with appropriate PPE provided

• Use of computers and digital tools in an office or hybrid environment

• Occasional lifting or movement of materials

• Adherence to rigorous safety protocols and ergonomic standards

Benefits that Empower You

• Competitive salary with performance-based bonus plans
• 401(k) match + Age-Weighted Defined Contribution
• Comprehensive medical, dental & vision coverage
• Health Savings Account (HSA)
• Paid holidays, vacation, and parental leave
• Flexible work environment
• Learning and development opportunities
• Career and professional growth
• Inclusive culture and vibrant community engagement
• Learn more at benefits.lubrizol.com !

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.