Program Manager (Customer Experience Transformation)

Lubrizol Corporation•Midland, MI

22h•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

Master’s Degree or MBA

Responsibilities

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.
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.
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.
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.
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.
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.