Global Process Owner - Order to Cash

Location: Wickliffe, OH Job Type: Full-Time, Hybrid (4 days on site, 1 day remote)
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.
• 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: