Global Process Owner - Order to Cash

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.
• Identify and prioritize critical events (e.g., order intake failure, credit blocks, supply shortages, pricing discrepancies, delivery risks) that impact order flow.
• Establish clear event triggers, thresholds, and escalation paths to enable rapid and consistent response.

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.
• Create standard response guides for each type of event or exception to enable rapid, effective resolution.
• Continuously review and prioritize events based on their impact on customers, revenue, and operations.

Technology & Workflow Enablement:

• Collaborate with IT and business teams to implement tools for event detection, automated workflows, and real-time alerts.
• Spearhead the use of automation, AI including agentic AI Agents, and analytics to proactively spot and resolve issues before they escalate.
• Ensure seamless integration between ERP systems (such as SAP S/4HANA), CRM platforms, and supply chain solutions, providing end-to-end visibility.
• Orchestrate the design and implementation of Dynamics 365, a multi-year program, implementing case management framework, service level agreements & entitlements, unified routing and queues, real-time dashboards, and enabling AI-driven insights reducing operational costs and increasing agent productivity.

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.
• Establish processes to identify and mitigate risks before they impact customers or the business.

Global Governance & Standardization:

• Set and maintain global standards for event identification, classification, and resolution.
• Ensure consistent execution of event management processes across regions and teams.
• Build and support a network of regional event/exception managers and process experts.

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.
• Lead initiatives that focus on event reduction and automation.

Transformation & Capability Building:

• Lead the evolution from traditional customer service roles (order entry) to specialized event management positions.
• Define the essential skills, tools, and behaviors needed for success in an event-driven environment.
• Collaborate with HR to reskill and upskill teams, ensuring readiness for future process demands.
• Foster a culture that values ownership, agility, and proactive decision-making throughout the organization.

Cross-Functional Leadership:

• Partner with Commercial, Supply Chain, Finance, and IT teams to address the root causes of recurring events and exceptions.
• Coordinate global escalation efforts for high-impact or systemic issues by engaging and collaborating with the appropriate stakeholders to drive resolution.
• Influence and align enterprise priorities to drive reliability and efficiency across the entire order-to-cash process.

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.
• Establish clear goals, role clarity and performance expectations aligned to OTC transformation priorities, ensuring consistent execution and ownership of outcomes. Including using KPIs and metrics to track team impact and continuously raise the bar.
• Drive capability building by identifying skill gaps and implanting targeted development plans in process design analytics, automation and stakeholder engagement.
• Provide leadership by leveraging strong interpersonal skills to influence, align and gain commitment from CX managers and supervisors.

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
  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.

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