Software Product Management, LillyDirect Customer Support

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us.

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 Director, Software Product Management, LillyDirect to lead the strategy, development, and execution of our Customer Service digital product portfolio in Silicon Valley, San Fransico Bay Area. 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 using automation and operational excellence. As a senior product leader, you will define and lead 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 implement 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. Have a strong voice across LillyDirect product, ensuring that support insights inform future strategy.

Team First Mentality

Embody a no-ego, team-first mentality 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 collaborators, LD customer care center, third party vendors, and technology collaborators.

Business Partnership Champion

Act as a strategic product partner to customer service operations leads and business, and Cx stakeholders—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 collaborators. 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 Minimum Required Qualifications:

• Bachelor's degree in Engineering, Computer Science, or related fields

• At least 6+ years of product management experience

• Demonstrated experience in consumer support, customer service, or care operations product portfolios at a high-growth e-commerce or direct-to-consumer company

• Deep technical expertise with experience with CRM platforms, omnichannel support infrastructure, AI communication channels, and agent desktop products.

• Experience driving automation/AI for back-end processes that indirectly improve customer service and experience

What You Should Bring:

• Industry recognition as a leader with vision in customer experience, consumer support, or e-commerce product management

• Background in AI-driven support automation, agentic workflows, intelligent routing, and personalized self-service experiences

• Proven track record of driving measurable improvements in a consumer service setting

• Deep understanding of user experience principles and human-centered design

• Experience with AI -Consumer facing solutions

• Experience evaluating third-party solutions and engaging with external vendors

• Experience with modular platform design and shared services architecture within CRM and support ecosystems

• Familiarity with contact center operations, workforce management, and quality assurance processes

• Excellent communication and influence skills, including engagement with C-level executives and care operations leaders

• Resilience and persistence in navigating ambiguity, overcoming obstacles, and driving progress in complex, fast-paced e-commerce environments

• Exceptional leadership and critical thinking skills with strong eye for business and consumer empathy

Location & Work Flexibility This role is based at our Silicon Valley Hub. We offer a flexible hybrid work model, with three days onsite and two days working remotely each week, supporting both collaboration and work‑life balance.

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 (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women’s Initiative for Leading at Lilly (WILL).

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $162,000 - $268,400

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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