Associate Director - Customer Care LillyDirect - Agile

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.

The Associate Director of Customer Care,   LillyDirect   Pharmacy will play a critical role within a high-performing, agile team dedicated to delivering exceptional customer service across multiple channel s   including contact centers, digital platforms such as LSC /C5 , and specialized support offerings for consumers and healthcare professionals within   LillyDirect . As   LillyDirect   continues to grow and expand its reach, this role will help scale customer care operations to meet growing volume and complexity. This role requires strict adherence to ethical interaction with Protected Health Information (PHI) and compliance with HIPAA regulations.

This is an agile role. The Associate Director may flex across key workstreams—ranging from 0% to 100% of their time on any given workstream—based on evolving business needs, program launches, and organizational priorities.

The Associate Director will report to the Sr. Director, Customer Care Lead –   LillyDi rect   Pharmacy and will help shape   LillyDirect   Customer Care strategies,   optimize   consumer experiences, and ensure seamless prescription fulfillment and customer support through   LillyDirect .

Key Responsibilities  :

Operational Excellence

- Support day-to-day call center vendor operations across inbound/outbound channels for pharmacy and affordability inquiries.

- Monitor and   optimize   KPIs such as first call resolution, average handle time, and customer satisfaction scores.

- Partner with cross-functional teams to align service delivery with U.S. consumer experience goals.

- Oversee onboarding and develop training programs for new and existing agents in collaboration with vendors and training teams.

- Develop and   maintain   staffing models for call center operations, partnering with vendors on capacity planning and tracking associated program costs.

- Ensure strict confidentiality of PHI in compliance with HIPAA and company privacy policies.

- Flex support across   LillyDirect   customer care workstreams as needed, reprioritizing focus areas in response to new program launches and cross-functional demands.

Digital Transformation

- Partner with Digital Transformation and   Tech@Lilly   teams to transition legacy support models to digital-first platforms, using agile sprint cycles to prioritize and execute LSC CRM build   and refinement .

- Serve as a key business partner across LSC   and related technologies, ensuring customer care requirements, agent readiness, and operational workflows are represented throughout development.

- Develop a deep understanding of the customer and agent experience across LSC and related platforms, including C5, and share insights with product and technology teams to inform platform direction, agent tools, and support processes ahead of key milestones.

- Drive adoption of AI-enabled tools (real-time transcription, post-call summaries, predictive content suggestions) to enhance agent productivity.

- Maintain shared backlogs with cross-functional teams,   iterating on   priorities through regular sprint reviews and retrospectives.

- Expand self-service capabilities for pharmacy-related inquiries.

- Continuously   optimize   prescription fulfillment and customer support journeys, mapping both   optimal   and exceptional pathways to improve performance and satisfaction.

Customer Experience & Continuous Improvement

- Lead triage and resolution of critical support   scenarios,   leveraging   insights to drive improvements across   LillyDirect   customer care.

- Facilitate regular stakeholder sessions to assess performance,   identify   gaps, and implement optimizations.

- Monitor customer interactions (calls, chats, contacts) to   identify   suboptimal experiences and develop actionable solutions.

- Ensure clear, effective, and on-brand content across all touchpoints (IVR,   call   guides, FAQs ,   chatbots, phone, text, email).

- Define, implement, and monitor KPIs in partnership with analytics teams to ensure alignment with business   objectives .

- Identify   emerging trends and recommend opportunities to improve delivery, reduce friction, and elevate customer experience.

- Support customer care readiness for   LillyDirect   expansion initiatives, including new brand and program launches, ensuring consistent service quality as scope and scale increase.

Compliance & Governance

- Ensure adherence to privacy, regulatory, and procedural standards across all customer interactions.

- Partner with vendors to   maintain   training and quality standards, proactively   identifying   and reporting non-compliance.

- Support call calibration and case monitoring across the customer care team.

Escalation Management

- Partner across the agile team to triage and manage field, executive, and contact center escalations.

- Establish feedback loops between escalation data and operational teams to   identify   root causes and drive process improvements.

- Partner with vendors and internal stakeholders to ensure   escalation   handling meets quality, compliance, and customer experience standards.

Team Leadership & Relationship Building

- Foster an inclusive, collaborative culture aligned with Lilly Values, CSP Principles, and compliance standards, including active support of diversity, equity, and inclusion initiatives.

- Champion agile ways of working across the team—modeling iterative thinking, psychological safety, and a bias toward action. Build strong relationships across Lilly's matrix and with third-party partners.

- Engage in continuous learning to stay current on healthcare trends, digital patient support, provider workflow integration, and vendor innovation.

- Provide feedback to peers and leaders to drive team performance and compliance.

- Manage priorities strategically to balance business   objectives , time, and financial investments.

- Operate comfortably in a fluid, matrixed environment, shifting effort across workstreams as   LillyDirect , LSC, and related platform priorities evolve.

Basic Qualifications

- Bachelor's degree

- Minimum 5 years in pharmaceutical, CRM, or Contact Center

- 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 or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1

Additional Skills/Preferences

- Proven experience analyzing complex business challenges, formulating insights, and motivating organizational action

- Strong project management skills with the ability to pivot quickly, prioritize effectively, and manage multiple initiatives simultaneously

- Background in contact center operations and vendor management

- Familiarity with CRM platforms, digital tools, and consumer support systems

- Demonstrated interest in automation, technology, data analysis, and process improvement

- Excellent interpersonal, written, and stakeholder communication skills

- Comfort working in an ambiguous, fast-changing environment with shifting workstream priorities

- Familiarity with, or willingness to quickly learn, LSC and related platforms (including C5) and their impact on customer care operations

Additional Information

- Travel: Less than 10%

- Location: Indianapolis, IN

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
$127,500 - $187,000

###

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.

#WeAreLilly