Role OverviewThe 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.
What You Will Do
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.
Why It Might Be a Fit
The role requires a strong voice across LillyDirect product, ensuring that support insights inform future strategy. The ideal candidate will have experience in consumer support, customer service, or care operations product portfolios at a high-growth e-commerce or direct-to-consumer company.
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) eligibility
- Pension
- Vacation benefits
- Medical, dental, vision, and prescription drug benefits
- Flexible benefits
- Life insurance and death benefits
- Time off and leave of absence benefits
- Well-being benefits
- Employee assistance program
- Fitness benefits
- Employee clubs and activities
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