Onsite
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.
Advisor – Software Product Management, LillyDirect Customer Care
Silicon Valley Hub | San Francisco Bay Area
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.
LillyDirect is an innovative, industry-first direct-to-patient e-commerce experience designed to improve access to care, reduce healthcare costs, and provide integrated support to people managing chronic disease. As we scale rapidly, delivering exceptional post-purchase consumer experiences is central to our mission.
We are seeking a visionary Advisor Software Product Management, LillyDirect to lead the strategy, development, and execution of our Customer Service digital product portfolio. This role is pivotal in shaping how consumers and healthcare professionals seek help—whether self-serving through digital tools or connecting with live support agents—driving core KPIs via customer-centric design, scalable support infrastructure, and leveraging automation and operational excellence. As a senior product leader, you will define and own the strategies and roadmaps for support-focused digital products designed to reduce friction, resolve issues faster, and build lasting consumer loyalty.
What You Will Do
Product Strategy and Roadmap
Help define and execute a bold customer service product strategy, roadmaps, timelines, and requirements. Align support product initiatives with consumer satisfaction goals and business outcomes, prioritize investments based on contact volume reduction, resolution speed, and CSAT/NPS impact, and ensure consistent delivery across a portfolio of interconnected support products—including self-service portals, AI-powered chatbots, agent-assist tools, order management interfaces, and returns/refund workflows.
Team First Mentality
Embody a no-ego, team-first mindset in all interactions. Foster a collaborative culture that prioritizes shared success over individual recognition. Represent the product team with humility and integrity when engaging with business stakeholders, LD customer care center, third party vendors, and technology stakeholders.
Business Partnership Champion
Act as a strategic product partner to customer service operations leads and business owners—translating their support goals into a compelling product vision and actionable strategy. Collaborate closely with design, engineering to ensure solutions are grounded in consumer needs, technically scalable, and aligned with the broader LillyDirect experience. Stay up to date on new technology and third party solutions that augment our roadmap. Champion the voice of the consumer in every product decision, using contact driver data, CSAT trends, and qualitative research to inform priorities.
User Experience and Design
Partner to understand end-to-end consumer journeys across all support touchpoints—web, mobile, chat, email, phone, and agent desktop. Collaborate closely with UX, research, and Customer Care leadership to ensure self-service flows are intuitive and our experience are designed are frictionless, anticipating service needs before our customers do. Advocate for design quality and accessibility throughout the product lifecycle, and use data-driven insights to continuously reduce consumer friction and improve first-contact resolution rates.
Technical Collaboration and Standards
Partner with engineering leadership to assess architectural trade-offs for support platform components, including CRM integrations (e.g., Salesforce, Zendesk), knowledge management systems, AI/ML-driven triage and routing, and omnichannel messaging infrastructure( e.g., Adobe) Establish technical standards and ensure scalable, modular solutions that can flex with contact volume and product expansion.
Stakeholder Engagement and Thought Leadership
Build and maintain strong relationships with stakeholders. Serve as the internal subject matter expert on consumer support product best practices within e-commerce and direct-to-consumer models. Represent LillyDirect's support product vision in industry forums and contribute to thought leadership in customer experience and digital care.
Operational Excellence and Resource Planning
Lead portfolio-level resource allocation and prioritization for the support product team, incorporating engineering capacity, contact center readiness, and cross-functional dependencies. Own key operational metrics including self-service containment rate, average handle time, consumer satisfaction and first contact resolution.
Your Basic Qualifications:
What You Should Bring:
Other Information
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 proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, 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 are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.
Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is
$138,000 - $202,400Full-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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