Global Process Owner - Order to Cash

Global Process Owner - Order to Cash

Shape the Future with Us. At Lubrizol, we're transforming the Chemical Industry 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.

How You'll Make an Impact

We are seeking an innovative and strategic and results driven Global Process Owner (GPO) – Order to Cash (Event/Exception Management) to take full ownership of designing, implementing and governing a next generation, event driven customer service model. This role is accountable for end-to-end process performance driving the transformation from traditional order entry to a highly automated, insight led operating model. As a global leader, you will define standards, enforce process discipline, modernize technology platforms, and ensure consistent execution across regions, while proactively managing risks, exceptions and performance outcomes. Your leadership will be critical in delivering a multi-year effort to deliver operational excellence, strengthening reliability and elevating the end to end customer experience at scale.

In this role, you will be responsible for:

• Event-Driven Operating Model Design: Define, develop and implement a global event management framework across the Order-to-Cash lifecycle, focusing on touchless order processing and real-time intervention.
• Exception Management Strategy: Develop a straightforward, consistent system for categorizing and managing exceptions and events, ensuring all regions and business units follow the same approach.
• Technology & Workflow Enablement: Collaborate with IT and business teams to implement tools for event detection, automated workflows, and real-time alerts.
• Proactive Risk Management: Shift teams from a reactive approach to a proactive, preventive mindset by leveraging data and analytics to anticipate high-risk orders and take early action.
• Global Governance & Standardization: Set and maintain global standards for event identification, classification, and resolution.
• Performance Management & Continuous Improvement: Define and track KPIs such as: Event response time Exception cycle time Event recurrence and root cause elimination Drive upstream improvements to eliminate repeat events and reduce process variability.
• Transformation & Capability Building: Lead the evolution from traditional customer service roles (order entry) to specialized event management positions.
• Cross-Functional Leadership: Partner with Commercial, Supply Chain, Finance, and IT teams to address the root causes of recurring events and exceptions.
• People Leadership: Lead, coach and develop a globally distributed team of business process experts, fostering a high performance, collaborative and accountable culture across regions and time zones.

Required Qualifications that Enables Your Success

Bachelor's degree in Business, Information Systems, or a related field; advanced degree or relevant certifications preferred. 10+ years in Order-to-Cash, Customer Service, or Supply Chain operations, with a strong focus on process improvement and exception management. Deep understanding of workflow design, automation, and exception handling framework. Experience with technology implementations (e.g., CRM, SAP S/4HANA) and workflow/automation platforms. Proven ability to use data insights to drive practical process improvements. Strong communication and collaboration skills, with a track record of building strong relationships with stakeholders at all levels. Experience leading and developing global teams, as well as building communities of practice or centers of excellence.

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