ASSOCIATE DIRECTOR – Fulfillment and Customer Support Experience - U.S. LILLYDIRECT

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.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

ASSOCIATE DIRECTOR – Fulfillment and Customer Support Experience - U.S. LILLYDIRECT (Open)
 

Who we are

LilllyDirect, launched in January 2024, is an innovative, industry-first healthcare experience designed to support and empower patients on their care journey. LillyDirect works to improve access to care, reduce healthcare costs, and provide comprehensive support to enable better outcomes for people living with chronic disease. Since launch, we’ve seen explosive growth, signaling the significant unmet needs of people struggling to navigate the complexities of the US healthcare system.

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 mindset, a deep understanding of relationship management, systems and process flows, data analysis, and agile methodologies. 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 AVP – Product & Consumer Experience, U.S. LillyDirect. You will work closely with peers in LillyDirect, Lilly Patient Services, 3rd party vendors, Legal, and key stakeholders 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.

• Document and 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 stakeholders 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, 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 stakeholders 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 business 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
• Minimum of 5 years of experience
• Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position.

Additional Preferences:

• 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.
• 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 pivot 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
• Understanding of statistics concepts (e.g., hypothesis testing, regression analysis)
• Experience with data visualization tools, statistics, measurement, and SQL, and summarizing insights into clear, compelling, and actionable business narratives, including written memos and executive presentations
• Outstanding interpersonal skills and strong written communication skills

Other Information:

• Location: Indianapolis / Remote

Travel Percentage:

• 25%

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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