The Lubrizol Corporation
Senior Director, Global Customer Experience
The Lubrizol Corporation, Brecksville, Ohio, United States, 44141
Senior Director, Global Customer Experience
About Lubrizol
We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognize unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life.
Overview Join Lubrizol as the Senior Director, Global Customer Experience. We are transforming the customer experience landscape and seek exceptional talent to join our journey. This is an international company with talent around the world, focused on making a real impact.
Job type: Full-time / Exempt / Hybrid
Location: Cleveland, OH
Salary: $195,000.00-$235,000.00
About the company: The Lubrizol Corporation, a Berkshire Hathaway company, is a specialty chemical company whose science delivers sustainable solutions to advance mobility, improve wellbeing and enhance modern life. Founded in 1928, Lubrizol operates globally with more than 100 manufacturing facilities, sales, and technical offices and about 8,000 employees. For more information, visit www.Lubrizol.com.
What You’ll Do As the Senior Director, Global Customer Experience, you’ll be at the forefront of our innovation, driving a multi-year transformation of our global customer service organization. You’ll collaborate with a diverse group of passionate individuals to deliver sustainable solutions that elevate customer satisfaction, loyalty, and lifetime value. Your work will directly impact how Lubrizol delivers seamless, customer-first experiences across the enterprise.
Responsibilities
Lead the global transformation of the customer service department, aligning CX strategy with business objectives and growth targets.
Define and execute a multi-year roadmap to elevate customer satisfaction, loyalty, and lifetime value.
Champion a culture of continuous improvement, innovation, and customer-centricity across all touchpoints.
Serve as a trusted advisor to the Global Supply Chain Leadership Team and Lubrizol Executive Leadership Team, providing insights on customer trends, pain points, and strategic opportunities.
Collaborate cross-functionally with Product, Technology, Operations, and Marketing to ensure seamless customer journeys and unified service delivery.
Present CX performance metrics, transformation progress, and strategic initiatives to the Board and senior stakeholders.
Develop and implement customer-related risk policies, procedures, and controls to ensure compliance, mitigate reputational risk, and enhance operational resilience.
Establish governance frameworks for customer feedback, issue escalation, and resolution protocols.
Monitor regulatory developments and ensure CX practices align with global standards and expectations.
Oversee global customer service operations, including global capability centers, digital support channels, and field service teams.
Drive adoption of advanced technologies (AI, automation, analytics) to improve efficiency and personalize customer interactions.
Define and track KPIs such as NPS and first-contact resolution to measure impact and guide decision-making.
Qualifications
Bachelor’s degree required; advanced degree in supply chain or business management preferred.
10+ years of leadership experience in customer experience, service operations, or transformation roles within a global organization.
Proven success in leading enterprise-wide CX transformations and managing large, distributed teams.
Strong understanding of risk management, compliance, and governance in customer-facing environments.
Exceptional communication, stakeholder management, and change leadership skills.
Experience with digital tools, CRM platforms, and customer analytics.
Professional certification in customer service (e.g., CCXP, CCSM) is a plus.
Perks And Rewards
Competitive salary with performance-based bonus plans
401K Match plus Age Weighted Defined Contribution
Competitive medical, dental & vision offerings
Health Savings Account
Paid Holidays, Vacation, Parental Leave
Flexible work environment
Learn more at benefits.lubrizol.com
Ready for your next career step? Apply today and let’s shape the future together.
It’s an exciting time to be part of Lubrizol. We are continually learning and evolving, committed to safety, sustainability, ethics, and compliance.
As a diverse, global team, we work together to solve some of the world’s most pressing challenges, impacting everyday lives through science. Lubrizol is committed to providing an environment where every employee can be their best, regardless of race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
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We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognize unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life.
Overview Join Lubrizol as the Senior Director, Global Customer Experience. We are transforming the customer experience landscape and seek exceptional talent to join our journey. This is an international company with talent around the world, focused on making a real impact.
Job type: Full-time / Exempt / Hybrid
Location: Cleveland, OH
Salary: $195,000.00-$235,000.00
About the company: The Lubrizol Corporation, a Berkshire Hathaway company, is a specialty chemical company whose science delivers sustainable solutions to advance mobility, improve wellbeing and enhance modern life. Founded in 1928, Lubrizol operates globally with more than 100 manufacturing facilities, sales, and technical offices and about 8,000 employees. For more information, visit www.Lubrizol.com.
What You’ll Do As the Senior Director, Global Customer Experience, you’ll be at the forefront of our innovation, driving a multi-year transformation of our global customer service organization. You’ll collaborate with a diverse group of passionate individuals to deliver sustainable solutions that elevate customer satisfaction, loyalty, and lifetime value. Your work will directly impact how Lubrizol delivers seamless, customer-first experiences across the enterprise.
Responsibilities
Lead the global transformation of the customer service department, aligning CX strategy with business objectives and growth targets.
Define and execute a multi-year roadmap to elevate customer satisfaction, loyalty, and lifetime value.
Champion a culture of continuous improvement, innovation, and customer-centricity across all touchpoints.
Serve as a trusted advisor to the Global Supply Chain Leadership Team and Lubrizol Executive Leadership Team, providing insights on customer trends, pain points, and strategic opportunities.
Collaborate cross-functionally with Product, Technology, Operations, and Marketing to ensure seamless customer journeys and unified service delivery.
Present CX performance metrics, transformation progress, and strategic initiatives to the Board and senior stakeholders.
Develop and implement customer-related risk policies, procedures, and controls to ensure compliance, mitigate reputational risk, and enhance operational resilience.
Establish governance frameworks for customer feedback, issue escalation, and resolution protocols.
Monitor regulatory developments and ensure CX practices align with global standards and expectations.
Oversee global customer service operations, including global capability centers, digital support channels, and field service teams.
Drive adoption of advanced technologies (AI, automation, analytics) to improve efficiency and personalize customer interactions.
Define and track KPIs such as NPS and first-contact resolution to measure impact and guide decision-making.
Qualifications
Bachelor’s degree required; advanced degree in supply chain or business management preferred.
10+ years of leadership experience in customer experience, service operations, or transformation roles within a global organization.
Proven success in leading enterprise-wide CX transformations and managing large, distributed teams.
Strong understanding of risk management, compliance, and governance in customer-facing environments.
Exceptional communication, stakeholder management, and change leadership skills.
Experience with digital tools, CRM platforms, and customer analytics.
Professional certification in customer service (e.g., CCXP, CCSM) is a plus.
Perks And Rewards
Competitive salary with performance-based bonus plans
401K Match plus Age Weighted Defined Contribution
Competitive medical, dental & vision offerings
Health Savings Account
Paid Holidays, Vacation, Parental Leave
Flexible work environment
Learn more at benefits.lubrizol.com
Ready for your next career step? Apply today and let’s shape the future together.
It’s an exciting time to be part of Lubrizol. We are continually learning and evolving, committed to safety, sustainability, ethics, and compliance.
As a diverse, global team, we work together to solve some of the world’s most pressing challenges, impacting everyday lives through science. Lubrizol is committed to providing an environment where every employee can be their best, regardless of race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
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