About Lubrizol 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 owns and operates more than 100 manufacturing facilities, sales, and technical offices around the world and has about 8,000 employees. For more information, visit 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 recognise unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life. Responsibilities / Accountabilities: stylemargin:bottom:8.0px;margin:top:8.0px: : Responsible for enhancing customer experience, boosting operational efficiency, and fostering innovation through our digital channels, beginning with e:commerce. : Tasked with the design, development, and implementation of scalable, reliable, and secure e:commerce technologies, as well as automating customer service and self:service capabilities, with a strong focus on improving user journeys : Manage the complete self:service functionalities on the e:commerce platform, develop necessary self:service documentation and processes, utilize data analytics to assess the effectiveness of self:service tools, identify significant trends in customer behavior, and continuously refine the self:service experience while developing new features and roadmap to enhance operational efficiency, minimize customer support inquiries and provide enhanced self:service experience to customers. : Promote the integration of new technologies, including AI, machine learning, and chatbots, to enhance the self:service experience, and consistently assess and implement innovative strategies for automating customer interactions and increasing overall efficiency. : Generate and present reports on key performance indicators (KPIs) such as self:service usage rates, customer satisfaction levels, and issue resolution times, while establishing a regular feedback mechanism to optimize and improve self:service solutions based on real:time performance data. : Collaborate with Operations Teams for any clarifications needed on user stories or requirements, and to understand and utilize technical designs, user stories, and prototypes to support application development. : Must have managed the large and complex Digital Commerce solutions, hands:on experience within Commerce implementation and deployment and customer adoption, and strong exposure to upstream and downstream applications e.g. ERP, PIM, CRM, SharePoint. : Should be able to define the Work plan, Scope, Schedule, Efforts, Budget, and lead required personnel for release per sprint targets. Should have exposure to Solution design, config and customization decisions, technical documentation etc. : Should be able to handle team and take complete ownership of coordination and quality of deliverables with various stakeholders. Technical Skills/Competencies: stylemargin:bottom:8.0px;margin:top:8.0px: : Minimum 10+ years of experience as a functional expert or project manager or techno:functional expert in Digital Commerce domain CX e:Commerce or other Commercial Commerce Platform. : Proven track record in managing self:service tools or digital customer experience platforms. Strong understanding of e:commerce platforms (e.g., Shopify, Magento, Salesforce Commerce Cloud, SAP hybris, ADOBE etc) and customer service technologies (e.g., Zendesk, Freshdesk). : Experience driving e:commerce in B2B space and chemical industry will be an added advantage : Strong analytical skills and experience with performance tracking tools (e.g., Google Analytics, Power BI). Proficiency in digital support tools (chatb