Role OverviewThe Senior Software Product Management Director will lead the strategy, development, and execution of LillyDirect's Customer Service digital product portfolio in Silicon Valley. This role is pivotal in shaping how consumers and healthcare professionals seek help, driving core KPIs via customer-centric design, scalable support infrastructure, and using automation and operational excellence.
What You Will Do
The Senior Software Product Management Director will define and implement a bold customer service product strategy, roadmaps, timelines, and requirements. They will align support product initiatives with consumer satisfaction goals and business outcomes, prioritize investments based on contact volume reduction, resolution speed, and CSAT/NPS impact.
Why It Might Be a Fit
The ideal candidate will have a strong voice across LillyDirect product, ensuring that support insights inform future strategy. They will embody a no-ego, team-first mentality, and have a deep understanding of user experience principles and human-centered design.
Requirements
- 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
Benefits
- Company bonus
- Comprehensive benefit program
- 401(k) and pension
- Vacation benefits
- 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
- Time off and leave of absence benefits
- Well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities)
- Equity in the form of stock options or other forms of equity
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