Program Manager (Customer Experience Transformation)

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