The Customer Service Project Manager is the subject matter expert for Customer Service processes and leads complex Customer Service projects and defined workstreams within broader regional and global initiatives across the Order-to-Cash process. The role translates business and customer needs into standardized, scalable processes enabled by effective technology solutions. In close partnership with senior stakeholders and the Center of Excellence, the incumbent applies leading industry practices and contributes Customer Service expertise to align priorities with enterprise data, analytics, governance, and Process Excellence frameworks to deliver measurable and sustainable improvements in customer experience, service performance, efficiency, and control.
A Day in the Life- Leads complex regional and global Customer Service projects across the Order-to-Cash process, coordinating Customer Service, Sales, Supply Chain, Finance, Digital Technology, the Center of Excellence, and external solution providers.
- Provides functional expertise in support of Customer Service strategy, transformation initiatives, and roadmap execution across customer experience, process excellence, digitization, sustainability, and operating-model priorities.
- Translates business and customer needs into standardized processes, user stories, functional requirements, controls, data and analytics requirements, and implementation plans.
- Works with the Center of Excellence to apply enterprise frameworks to assigned Customer Service initiatives.
- Develops and recommends performance measures, process health metrics, and service-level expectations for stakeholder approval; uses governed data, dashboards, and operational reviews to identify root causes, prioritize improvements, and strengthen Order-to-Cash execution.
- Supports the development and application of Customer Service standards within assigned processes or initiatives, identifies gaps in process or performance, and applies leading industry practices and technology capabilities to drive operational excellence.
- Assesses change impacts and coordinates stakeholder engagement, training, adoption, and benefits tracking for assigned initiatives.
- Monitors Customer Service, Order-to-Cash, customer experience, and technology trends to assess business impact and recommend future improvements.
You Bring This Value- Professional with a minimum of 8 years of experience in Customer Service, Order-to-Cash, Supply Chain, Commercial, or related organizations.
- Bachelor's or Master's degree in Supply Chain, Business, Commercial, or a related field
- Relevant project management and change implementation experience.
- Profound knowledge and experience of business concepts, processes, and tools related to the execution of Customer Service, including order management, case management, complaints, returns, customer communications, and service performance.
- Experience translating business needs into standardized processes, functional requirements, user stories, controls, and technology enhancements.
- Knowledge of emerging Customer Service topics, including digitization, AI and automation, omnichannel service, workflow, telephony, real-time visibility, sustainability, and customer self-service. Ability to serve as a subject-matter resource and credible discussion partner for these topics.
- Demonstrated ability to identify improvement opportunities and support adoption of new processes and technologies.
- Must be fluent in English
Preferred Qualifications: - Deep knowledge of Customer Service operations and the end-to-end Order-to-Cash process, including order management, exception resolution, delivery coordination, billing, returns, complaints, and customer communications.
- Ability to design, standardize, and continuously improve Customer Service processes in accordance with established governance frameworks by applying outside industry standards, leading practices, and emerging capabilities to drive operational excellence and future-ready operations.
- Strong analytical capability to define performance measures, process health metrics, and service-level expectations; identify recurring issues and root causes; and contribute analysis and recommendations to business cases for sustainable improvement.
- Ability to translate Customer Service and Order-to-Cash needs into standardized processes, user stories, functional requirements, controls, data requirements, and implementation plans.
- Knowledge of Customer Service technology and digital capabilities, including SAP order management, CRM, case management, workflow, telephony, customer self-service, automation, and analytics.
- Ability to work with the Center of Excellence to apply enterprise frameworks to assigned Customer Service initiatives.
- Strong project and change management capability, including stakeholder engagement, implementation planning, training, adoption, and benefits realization.
- Strong ability to influence without authority, align cross-functional stakeholders, communicate effectively, and perform in an environment with competing priorities and ambiguity.
CompetenciesDrive Innovation
Technical Skills
Grow Capabilities
Promote Inclusion
Motivational Fit
Build Partnerships
Deliver Results
Learn more about our benefits: Benefits/Health & Welfare | LyondellBasell
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