Lilly Associate Director IDS-Global Customer Support Programs in Indianapolis, Indiana
At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 35,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.
Customer Support Programs (CSP) are a critical service for our company that help our patients get off to a good start and remain adherent to their medication during their Lilly treatment period. Current CSP solutions help patients gain access to certain Lilly medicines by working with payers, connecting patients to vital resources, leading the development of patient-centric technology, and providing the market with field-based reimbursement support. As Lilly prepares to launch products that address new therapeutic areas and unmet patient needs, we need to enhance our patient support programs by building new ecosystem features and direct patient engagement services. The objective of CSP IDS is to help the global company objective of reaching over 49 million patients in 2022 with a focus on enabling a wonderful patient experience supported by automated and integrated services to their broader support system
This Associate Director role has team leadership and Product Owner responsibilities for the Customer Support Program Ecosystem. This role will lead the CSP IDS Operations and Technical Product Delivery Team and drive end-user value from our Customer Support Program Digital Ecosystem. This position is accountable for product ownership which include the delivery, operations, support, and maintenance of patient-facing products / applications as well as data and integrations that flow to downstream consumers. There is a strong base of existing services, brands and patients already established within the current platform with significant anticipated growth with new Lilly brands. Ensuring strong and reliable solutions and robust product operational support and maintenance of these services is critical.
While the largest portion of scope is in the US, this is a global role and is responsible for a team and for CSP services across numerous geographies.
Team Leadership :
Lead the CSP IDS product support & delivery team within Digital Health. This includes managing resources, defining processes, service management, monitoring, production application configuration, troubleshooting, and managing application break/fix activities.
Accountable for the delivery and execution of the CSP Ecosystem Roadmap. This includes existing ecosystem capabilities and new upcoming capabilities.
Accountable for the management of supplier relationships necessary for the operations and application support of CSP ecosystem
Recruit, develop and retain a team of global IT professionals to deliver on and advance overall organizational goals.
Product Ownership / Account Management
Accountable for the Delivery, Operations and Maintenance of all CSP Products
Proactively monitor and reactively respond to issues to ensure that patients can have uninterrupted support for their brand related needs.
Manage the Lilly / vendor resources across US, EU, India, to execute on necessary processes and requirements to support global customer support programs.
Partner with the CSP Product Management team to help define and establish new / modified operational processes in support of our future CSP Ecosystem
Ensure that CSP product capability technical development teams are balancing business requirements with operational and support considerations when designing and implementing technical solutions
Establish communication and expectations with peer organizations across the application service chain (e.g. TLAC, 3rd party service orgs) so that issues can be expeditiously identified, triaged and resolved.
Establish strong partnership with the LPS organization and brands and International Business Units (IBU) to deliver on the CSP Roadmap/backlog; ensure solutions are delivered with local considerations where necessary, including governance, requirements gathering at the local level and planning an effective implementation strategy.
Coordination with Business Leader Stakeholders to ensure solutions are delivered with local considerations where necessary, including governance, requirements gathering at the local level and planning an effective implementation strategy.
Privacy and Quality:
Accountable for the creation, maintenance and adherence of the CSP Quality System and associated Lilly Quality Practices.
Ensure system management has an appropriate focus on Privacy and Quality as given we are responsible for patient health records and associated information. Ensure System Quality and security is embedded in everything we deliver.
Accountable that CSP Product Delivery Team delivers applications / solutions that meet cybersecurity criteria, periodic review requirements, and documented Maintenance Plan activities.
Digital Health Innovation / Engagement
Accountable for the product delivery of CSP capabilities to enable rapid integration and onboarding of existing and new digital health solutions (Lilly Together, Connected Care, NFC Smart Label, etc)
Challenge the status quo, encouraging new ideas.
Actively be curious about and see insights for patient engagement challenges and identify/sponsor efforts to create and test new ways to address those challenges – ultimately enabling some of them to be incorporated into the platform.
Bachelor’s degree in technology related field or equivalent
2+ years of experience managing and leading a global technology team
5+ years of experience delivering solutions that span the software development life cycle; i.e., project initiation, design, development, testing, deployment, support, and retirement
Proven experience in partnering and guiding business teams on technology and data strategies
Previous Experience with Patient Support Programs and Digital Engagement Capabilities
Previous Experience with Service and product design methodologies.
Previous Experience leading Agile and Scrum Teams
Previous experience in/with with Product Ownership and delivery with a Product Centric Mindset
Approximately 5%-10% travel anticipated
Indianapolis based position, located at Lilly Technology Center—South
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As a condition of employment with Eli Lilly and Company and its subsidiaries in the United States and Puerto Rico, you must be fully COVID-19 vaccinated and provide proof of vaccination satisfactory to the company (subject to applicable law).