Eli Lilly

Associate Director - Customer Care LillyDirect - Agile

Eli Lilly • $127K — $187K *
Indianapolis, IN 46227In-Person
Pharmaceuticals & Biotech
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree required
  • 5+ years in pharmaceutical, CRM, or contact center experience
  • Experience in analyzing complex business challenges
  • Strong project management skills
  • Background in contact center operations and vendor management
  • Familiarity with CRM platforms and consumer support systems
  • Excellent interpersonal and communication skills

Responsibilities

  • Support day-to-day operations of call center vendor management
  • Monitor and optimize KPIs like customer satisfaction scores
  • Collaborate with cross-functional teams to enhance service delivery
  • Develop and oversee training programs for call center agents
  • Create staffing models and manage capacity planning for call center operations
  • Ensure compliance with HIPAA regulations regarding PHI
  • Adapt to shifting focus across workstreams based on business needs

Benefits

  • Opportunities for continuous learning and professional development
  • Inclusive and collaborative company culture
  • Active support of diversity, equity, and inclusion initiatives
  • Participation in agile working methodologies
  • Flexibility in role to meet evolving business needs
Full Job Description
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 channels 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 - LillyDirect 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


About Eli Lilly

ICOS Corporation is a biotechnology company that engages in the discovery, development, and commercialization of therapeutic products. It is engaged in the commercialization of treatments for unmet medical conditions, such as benign prostatic hyperplasia, hypertension, pulmonary arterial hypertension, cancer, and inflammatory diseases. It is the developer of a treatment known as Cialis (tadalafil), a product for the treatment of erectile dysfunction through its joint venture with Eli Lilly and Company in North America and Europe. It is also engaged in contract manufacturing services for third parties. It is in a strategic alliance with Solvay Pharmaceuticals, Inc. ICOS Corporation was established in 1989, based in Bothell, Washington. It is currently operated by Eli Lilly and Company.

Eli Lilly Careers

Joining Eli Lilly offers an unparalleled opportunity to become part of a leading global team dedicated to creating a healthier future. As a company revered for its commitment to innovation and leadership in the pharmaceutical industry, Eli Lilly is where your professional journey can flourish. Work You’ll Do At Eli Lilly, we are passionate about transforming patient care and advancing medical innovation. Our team at Eli Lilly is at the forefront of developing groundbreaking solutions in healthcare. By joining us, you will collaborate with some of the brightest minds in the industry, using cutting-edge technology to make real-world impacts. Lead with Innovation and Leadership Eli Lilly stands out in the marketplace by integrating deep industry expertise with robust research and development efforts. We are looking for professionals who are eager to drive change and lead the way in developing therapeutic breakthroughs. Explore Job Opportunities and Growth Eli Lilly offers a variety of career paths, including full-time positions and internships, across multiple functions such as research, marketing, IT, and sales. Whether you are a seasoned professional or a recent graduate, Eli Lilly provides an environment that promotes career growth and learning opportunities. Our commitment to diversity and leadership training ensures that every employee can achieve their potential. Be Part of Our Team Our team at Eli Lilly is committed to excellence and driven by a mission to improve lives. Employees enjoy a supportive culture that values collaboration, creativity, and diversity. We believe that a diverse workforce fosters innovation and helps us better connect with the communities we serve. Benefits and Culture Eli Lilly is dedicated to supporting our employees, offering competitive benefits, wellness programs, and comprehensive health care. Our culture is built on a foundation of respect, integrity, and quality, making Eli Lilly not just a great place to work, but a community to grow with. Networking and Professional Development Eli Lilly encourages continuous professional development and networking. With access to various training programs and mentorship opportunities, employees can enhance their skills and advance their careers. Our leadership is committed to nurturing talent through effective training and development strategies. Join Our Team Discover the exciting job opportunities at Eli Lilly by exploring open positions that match your skills and interests. We are continuously hiring and looking for individuals who are passionate, innovative, and ready to contribute to our mission of making life better for people around the globe. Stay Connected Keep up to date with the latest at Eli Lilly by following our careers blog. Gain insights from industry leaders and get tips on everything from crafting the perfect resume to preparing for your interview. Eli Lilly is not just a company—it's a place where you can make a difference. Explore the positions available and find out how your talents can help change the world. SEARCH ELI LILLY JOBS Stay ahead in your career with Eli Lilly, where innovation, leadership, and a commitment to diversity and growth lead the way to future advancements.
Learn more about Eli Lilly
Size
35,000 employees
Market Cap
$344.2 billion
Industry
Pharmaceuticals & Biotech
Net Income
$6.1 billion
Founded
1876
5 Year Trend
+5.9%
Revenue
$24.5 billion
NASDAQ
LLY
* Ladders Estimates

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