Assoc. Director – Fulfillment And Customer Support Experience - U.S. Lillydirect

LillyDirect Experience Manager

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We're looking for people who are determined to make life better for people around the world.

Who We Are Looking For

We are seeking an innovative, strategic, data-driven, and outcome-focused professional to manage and continuously optimize our customers' experiences with LillyDirect prescription fulfillment and our customer support capabilities.

The ideal candidate will have a customer-centric approach, a deep understanding of relationship management, systems and process flows, and data analysis. They will excel at creating clarity, streamlining workflows, and optimizing processes to deliver meaningful impact and value. Above all, they will be a solutions-driven expert with a passion for improving the consumer experience and driving operational excellence.

Who You'll Work With

You will report directly to the Executive Director - Fulfillment Experience & Support Services, U.S. LillyDirect. You will work closely with peers in LillyDirect, Lilly Patient Services, 3rd party vendors, Legal, and key partners in product engineering and business unit teams.

What You Will Work On

In this role you will concept, define, and drive deployment of necessary and delightful strategies and experience optimizations for our consumers onboarding to and receiving prescription fulfillment through LillyDirect as well as for all LillyDirect prospects and customers seeking information and issue resolution through our customer support capabilities.

To perform this work, you will work collaboratively across internal and external teams to build effective relationships, analyze and create business and technical processes, analyze customer behavior data, facilitate resolution to issues, identify gaps, and adapt our prescription fulfillment and customer support experiences and processes to exceed consumer expectations, while ensuring return on investments.

• Continuously optimize the prescription fulfillment experience and the customer support journeys, detailing primary (optimal) pathways and exception (failure) pathways to enhance performance and customer experience.
• Own the triage and resolution of critical support scenarios, leveraging insights and feedback to drive continuous improvement across the LillyDirect Prescription experience, LillyDirect customer support ecosystem, and the broader business experiences and operations.
• Drive regular ongoing management sessions with key partners to assess performance, evaluate efficacy, identify process gaps and plan/implement optimizations that deliver best-in-class consumer experiences reflected by consumer sentiment and other core metrics.
• Monitor customer support interactions, including reviewing and analyzing calls/contacts, to identify suboptimal experiences, extract key insights, and develop actionable solutions to address root causes and enhance overall service quality.
• Ensure the content delivered across various touchpoints are clear, effective and on-brand, including IVR call flows, customer service guides, chatbots across various eco-systems, and through various direct-to-consumer communication methods (phone, text, email, etc.)
• Collaborate with Lilly Patient Services, stakeholders, and internal teams and participate in Issue Management Team ("IMT") to manage the development and distribution of content into various partnered and owned channels.
• Collaborate with partners across the business to understand complex business requirements, define service and technology needs, and translate them into actionable solutions for development and delivery that drive the LillyDirect prescription fulfillment and customer support experiences.
• Ensure changes are effectively implemented, tracked and communicated, aligning outcomes with organizational goals while optimizing critical business processes.
• Define, implement, and monitor key performance indicators (KPIs) and metrics in collaboration with data and analytics teams, ensuring clear alignment to business goals.
• Identify emerging trends and recommend opportunities to improve project delivery, customer experience and reduce operational friction.

Basic Requirements:

• Bachelor's degree
• 5+ years of experience in project and/or process management
• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization and/or visas for this role.

Critical Preferences:

• Minimum of 5+ years of experience leading consumer experience measurement and analysis, process execution, and experience optimization projects with internal and external partners.
• Demonstrated experience in facilitating efficient technical processes and system integrations and enabling the addition of new products and services to optimize performance and scalability.

Additional Preferences:

• 2+ years working cross functionally with stakeholders in a matrixed organization and with 3rd party partners
• Experience with analyzing and diagnosing complex business challenges, formulate insights and recommendations, and motivate the broader organization to action
• Ability to adjust quickly, prioritize efficiently, and manage multiple projects at the same time; assessing urgency and ensuring efficiency
• Strong interest in automation, technology, data analysis, and process improvement
• Outstanding interpersonal skills and strong written communication skills

Other Information:

• Location: Indianapolis

Travel Percentage:

• 25%