Associate Director - Digital Solutions

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 35,000 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.

Job Description

At Lilly, we believe in the talent of our workforce. One of the best ways to utilize and develop that talent is to use our existing workforce to fill new and/or open positions. If you are looking for a new position within Lilly, you can view and apply to open roles posted in the internal job posting system. You must meet the minimum qualifications outlined in the job description and have/obtain work authorization in the country the position is located in order to be considered. When applying internally for a position, your current supervisor will receive notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.

Path/Level:

P4

Note: Roles are posted at the lowest level of a band, however, employees should search across all levels of the band to identify all opportunities. Employees hired on banded positions (ex: P1-P3, R1-R2, B1-B3, etc.) transfer at their current level, despite the level indicated on the job posting. For example, if a P2 candidate is selected for a P1-P3 banded position, the candidate will remain a P2 in the new role.

Lilly Patient Services

P4, Platform Operations Associate Director

Lilly Patient Services (LPS) is a center of excellence for US patient services and customer support. Our responsibilities include the design and execution of industry-leading, multi-channel customer support solutions and services that enable better patient outcomes and help Lilly achieve business objectives. Members of LPS should deeply understand customer needs and the healthcare ecosystem, and all are expected to contribute to our purpose of connecting people to Lilly products and solutions. Together, we are accountable for an end-to-end support ecosystem of solutions that minimize abandonment, increase adherence and persistency, and deliver industry-best customer experiences.

The Associate Director, Platform Operations is responsible for collaborating with business peers, technology solutions experts, and third parties to build a strategic roadmap of technology enhancements, assess business needs and technology prerequisites to adequately plan, and help facilitate the quality execution of enhancements to the core platforms and capabilities used to implement Lilly's customer support program and call center strategies. This role will report to the Senior Director, Platform Operations in Lilly Patient Services.

Key Responsibilities:

Platform Operations Execution

• Collaborate cross-functionally with Information & Digital Solutions teams, LPS stakeholders, and third-party vendors to develop and manage an LPS platform roadmap capturing the technology enhancements required to meet the needs of our CSP and call center strategies.
• Liaise with cross-functional teams to ensure unified planning is in place 6-18 months in advance, and work with those same teams to reassess if business priorities should shift.
• Provide business oversight in the development and execution of business requirements for core CSP and call center capabilities.
• Understand existing contracts in place with third party vendors and platforms, to ensure proper contract execution and identification of new scopes of work are captured by LPS Operations teams.
• Lead cross-functional team in creating internal communication plan when it is necessary to communicate platform changes/outages.
• Assist in managing business documentation for internal and external customer support capabilities.
• Engage with business stakeholders to translate complex problems into processes, identify short comings of current technology, and develop plans to monitor points of risk.
• Work with brand launch teams to ensure core platforms adequately meet their needs; create and subsequently implement plans to make enhancements if they will not.
• Support the transfer of capabilities between vendors ensuring limited outages and downtime.
• This role may also be involved in a wide range of projects focused on building stronger CSP and TLAC capabilities and bringing new technology to Lilly Patient Services.

Building Relationships and Team Expectations

• Foster an inclusive, safe-to-speak culture and working environment consistent with Team Lilly expectations, the Lilly Values, CSP Principles, TLAC, and applicable requirements as outlined by Quality, Legal, Ethics and Compliance, and Privacy.
• Build strong, trusting relationships with peers in the Lilly matrix and third-party partners, specifically key business partners in IDS, Digital Health, and other functions critical to program and organizational success.
• Participate in learning and development opportunities to ensure delivery of exceptional value to our customers and Lilly business partners, including efforts to obtain expert level of understanding of the healthcare and pharmaceutical environment, trends in digital patient support and provider workflow integration, innovation in vendor technology, and best-in-class customer engagements.
• Operate in a state of continuous compliance while meeting key business objectives. Provide feedback to peers and leaders to help meet individual and team performance goals.
• Prioritize performance management and development discussions with supervisor and mentors. Help team achieve corporate diversity goals and objectives through active participation in diversity, equity, and inclusion initiatives.
• Ensure understanding of team priorities and make strategic tradeoffs to meet business objectives while managing time and financial investments. Drive to continuous improvement in base operations to reduce operating expenses and fuel innovation.
• Leverage support and escalation processes to quickly resolve issues, to trend and proactively prevent issues, and to identify opportunities to improve operations and team performance.

Basic Qualifications:

• Bachelor's degree
• Degree in Information Systems or similar preferred
• Previous experience with CRM, digital or omni-channel solutions
• 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 employment position.

Additional Skills/Preferences:

• Ability to shepherd large change through a matrix organization
• Effective problem-solving and analytical skills to evaluate and resolve highly complex or unusual business and organizational problems
• Experience working with agile project management methodologies such as SCRUM and Kanban.

Additional Information:

• Travel: 0-10%
• This role is not approved for remote work

Note: When applying internally for a position your current supervisor receives notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.

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.

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 employment positions on the B or S paths or at levels M1-M2 or P1-P4.

#WeAreLilly

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively "Lilly") are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( [email protected] ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. 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.

As a condition of employment with Eli Lilly and Company and its subsidiaries in the United States and Puerto Rico, you must be fully COVID-19 vaccinated and provide proof of vaccination satisfactory to the company (subject to applicable law).

#WeAreLilly