About LillyDirectLillyDirect is Eli Lilly's direct-to-consumer pharmacy platform, bringing life-changing medicines directly to patients. We are building enterprise-grade payment infrastructure to support this mission, and we are looking for someone who wants to build the measurement and operational backbone of that infrastructure from the ground up and run it for the maximum success and satisfaction for consumers, enabling care through payment services.
Role OverviewThe Payment Service Delivery Manager owns how we measure, monitor, and continuously improve the LillyDirect payment operation's execution. This role builds and runs the measurement and monitoring plan for payment performance - CSAT/NPS, authorization rates, dispute outcomes, refund cycle times, and SLA adherence - and turns that data into concrete operational improvements.
This role is also the day-to-day owner of vendor performance for our Tier 2 payment support partner and serves as the point person for SOPs and training, making sure the frontline team has accurate, current procedures and the operational rigor to execute against them consistently. They will also play a role in enabling the Payment Analyst to execute with excellence on work escalated to them by our PSP(s) and Tier 2 payment support center. They own hypercare for the initial pilot launch of the payment services and every payment enhancement that follows, keeping the operation tightly monitored and rapidly responsive in the highest-risk windows. They also own the customer support workflows for payment issues end to end, continuously optimizing how patients move through intake, triage, and resolution.
This role reports to the Sr. Director, LillyDirect Payment Service Delivery and partners closely with the Payment Operations Analysts, LDCC, Finance, and GBS to keep the payment operation measured, compliant, and improving.
Key ResponsibilitiesMeasurement & Monitoring- Build and maintain the measurement/monitoring plan for payment operations including but not limited to: CSAT/NPS, Cx survey feedback, authorization rates, dispute outcome, refund cycle time, chargeback rate, and SLA adherence
- Stand up dashboards and recurring reporting that give leadership real-time visibility into payment operations performance and volume trends
- Flag anomalies and emerging risk patterns early, and translate data into specific, actionable recommendations
Operational Execution & Continuous Improvement- Analyze the day-to-day operation for execution excellence - identifying bottlenecks, error-prone steps, and opportunities to systematize or automate
- Drive process improvement initiatives from root-cause analysis through implementation and measured results
- Partner with Product and Engineering to prioritize fixes and enhancements that reduce failed payments, refund delays, and checkout breakdowns. Note that the P5 for Innovation will drive longer-term enhancement and capability upgrades.
- Establish and continuously improve handoffs and escalation paths across LDCC, Tier 2 support, Payment Analysts, and GiftHealth as the operation matures
Hypercare & Launch Support- Own and run hypercare for the launch and subsequent payment enhancements - heightened monitoring, rapid issue triage, and fast resolution in the days immediately following go-live
- Define hypercare entry/exit criteria, staffing coverage, and escalation paths for each major launch or enhancement release
- Run the post-hypercare retro and fold learnings into standing SOPs, monitoring, and training
Customer Support Workflows- Own the design and optimization of customer support workflows for payment-related issues - failed payments, refund status, transaction disputes, and escalations - across LDCC and Tier 2
- Continuously refine intake, triage, and escalation paths so patients get a fast, consistent resolution regardless of entry point
- Partner with LDCC and Tier 2 leadership to identify workflow gaps and drive fixes through to implementation
Vendor Management- Own day-to-day performance management of the Tier 2 payment support vendor: SLA tracking, quality monitoring, and escalation of performance gaps
- Lead regular vendor performance reviews and drive corrective action plans when standards slip
- Coordinate with Procurement/Contracts on scope, staffing, and ramp needs as volume grows
SOPs & Training- Serve as the payment services point person for all Payment Operations SOPs - writing, maintaining, and version-controlling procedures as the operation evolves
- Design and deliver training for new processes, tools, and policy changes to the Payment Operations Analysts and vendor teams
Basic Requirements- Bachelor's degree
- 3 years managing performance and continuous improvement for a service delivered externally or internally
- 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- 3-5 years managing performance and continuous improvement for a service delivered externally or internally
- Experience building reporting/monitoring processes and driving measurable operational improvement
- Experience managing or closely overseeing a vendor or contracted team against SLAs
- Strong AI, Excel/reporting skills; experience with dashboard or BI tools a plus
- Experience writing SOPs and delivering training in an operational environment
- Strong working knowledge of payment flows: authorization, settlement, disputes, chargebacks, and reconciliation
- Familiarity with enterprise PSPs and their reporting/dashboard tools
- Familiarity with PCI-DSS compliance requirements
- Comfort operating in a newly formed function with evolving processes
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.
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