Position: Customer Service Projects Lead
Work Model: Remoto

Role Overview

This role is responsible for leading the deployment, adoption, and continuous improvement of tools and technology across a global Order-to-Cash (OTC) and Customer Service environment, including Palantir, Salesforce Case Management, Email Management, and Five9.

The position combines project leadership, process understanding, and hands-on execution to ensure technology is implemented effectively, fully adopted by the teams, and used to improve operational efficiency and customer experience.

The individual will act as a key coordination point across Customer Service, Finance, Accounts Receivable, Commercial, Supply Chain and IT, ensuring alignment, resolving systemic issues, and delivering measurable performance improvements across multiple processes.

While supporting billing quality and dispute reduction initiatives at a process and technology level, the role is primarily focused on technology deployment, adoption, and continuous improvement of how Customer Service uses digital tools to improve processes and CX.

This is a highly visible role requiring strong communication skills, the ability to influence senior stakeholders, and the confidence to present insights and recommendations to leadership.

Key Accountabilities/Essential Functions of the Job

1. Lead Technology Deployment & Operational Improvement Initiatives
Drive regional and global initiatives focused on deploying tools and technology, improving efficiency, standardization, and performance across OTC and Customer Service processes.

2. Support Billing Quality & Dispute Reduction Improvement Efforts
Contribute to initiatives focused on improving invoice accuracy and reducing dispute drivers through process and technology improvements.

3. End-to-End Project Leadership
Independently structure and lead technology and process initiatives from diagnosis through execution, including defining scope, building frameworks, tracking progress, managing adoption, and delivering results.

4. Cross-Functional Leadership & Stakeholder Management
Act as a central coordination point across Customer Service, Finance, AR, Commercial, and IT, influencing stakeholders and ensuring alignment across global teams.

5. Data Analysis & Executive Reporting
Translate complex datasets into actionable insights and develop clear dashboards, KPIs, and executive-level presentations for leadership visibility.

6. Technology Adoption & Continuous Improvement
Support the implementation, rollout, and full adoption of digital tools such as Palantir, Salesforce Case Management, Email Management, and Five9, identifying opportunities to simplify, standardize, and improve processes and CX.

7. Support Global Transformation Initiatives
Play a key role in global and regional transformation projects, with a strong focus on enabling technology adoption, improving how teams use available tools, and adapting focus based on evolving business priorities and organizational needs.

Qualifications

Education

Bachelor’s degree in business, Finance, Engineering, or related field (master’s degree is a plus)

Experience

• 5–8+ years of experience in Order-to-Cash, Customer Service Operations, Finance, or Process Improvement roles
• Proven experience leading cross-functional technology deployment, adoption, improvement, and transformation initiatives in a global environment
• Strong analytical skills with the ability to translate data into practical solutions
• Experience working with cross-functional and international teams to drive tool adoption and process improvement

Skills & Competencies

• Strong problem-solving and structured thinking capabilities
• Ability to work autonomously with high ownership and accountability for project delivery and tool adoption
• Confidence to challenge, influence, and present to senior leadership
• Strong communication and presentation skills
• Ability to manage multiple priorities in a complex global environment
• Results-driven mindset with focus on execution and delivery

Technical Skills

• Advanced knowledge of Excel and PowerPoint;
• Experience with SAP /SFDC or similar ERP systems;
• Familiarity with automation, AI, and digital tools that improve process efficiency and customer experience is a strong advantage.

Languages

• Fluent English (mandatory)
• Spanish (preferred / a plus)

About Solenis

We are a chemical company committed to solving complex challenges in water treatment, process improvement, and hygiene for customers in the consumer, industrial, institutional, food and beverage, and pool and spa water markets. We do this through people, expertise, and technology. We are a global leader in the production and application of specialty chemicals, focused on delivering sustainable solutions for water-intensive industries, including the consumer, industrial, institutional, food and beverage, and pool and spa water markets.

Our mission is to be a trusted partner and deliver value by solving operational and sustainability challenges with the right people, the right expertise, and the right technology—offering solutions that help preserve natural resources and promote cleaner and safer environments.

At Solenis, you’ll find an excellent work environment with autonomy, challenges, and growth opportunities. We value diversity and are continuously working to become a more diverse and inclusive company every day, which is reflected in our recruitment processes.

We emphasize that everyone is welcome, regardless of gender, race, sexual orientation, gender identity, age, disability, or any other characteristic. The selected candidate must demonstrate exemplary work ethics and high standards of integrity.

Come be part of the Solenis team!