Sr. Director LillyDirect Payment Operations

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve.

This is hard, urgent, selfless work-but it's work worth doing. If you're driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us.

** Sr. Director, Lilly Direct Payment Operations (P5)*
* Path/Level: P5  |

Reports to:

AVP CSH & Lilly Direct Business Operations  |

Location:

Indianapolis, IN or remote  |  Full-Time

** Organization Overview:*
* At Lilly, we serve an extraordinary purpose. We make a difference for people around the globe by discovering, developing and delivering medicines that help them live longer, healthier, more active lives. Not only do we deliver breakthrough medications, but you also can count on us to develop creative solutions to support communities through philanthropy and volunteerism.

US Consumer Services is accountable for delivering high value start and stay experiences and customer service support for those considering or prescribed Lilly medicines, including the continued growth and optimization of US Lilly Direct. As experts in US consumer and healthcare trends, service delivery excellence, and digital innovations, we help US brands deliver best-in-any-class experiences for improved patient outcomes and desired business objectives.

** About Lilly Direct*
* Lilly Direct is Eli Lilly's direct-to-consumer pharmacy platform, bringing life-changing medicines - including GLP-1 therapies - directly to patients. We are building enterprise-grade payment infrastructure to support this mission, and we are looking for a payments leader who wants to build enterprise-grade capability from the ground up.

** Role Overview*
* The Sr. Director, Payment Operations will lead the end-to-end payment operations function for Lilly Direct, with accountability for success in operational execution, team build-out, and cross-functional coordination across Finance, Customer Care, Platform Experience, Tech@Lilly, Global Business Solutions (GBS), and external partners.

The role will initially support the stand-up and stabilization of payment operations and is intentionally designed to evolve into a people-leader role: over time, the Sr. Director will recruit, build, and lead a dedicated payment operations team and manage key functional partners as volume and complexity scale. Accountabilities span the full payment operations stack - owning the PSP vendor relationship, evaluating new payment methods, optimizing processing tools, managing disputes and chargebacks, partnering with Customer Care on service escalations, and coordinating with GBS on daily reconciliation and accounting workflows to ensure Finance has accurate, timely visibility into payment results.

The Sr. Director will also serve as the primary payments point of contact for our international affiliates as Lilly Direct expands globally.  This role will report to the Associate Vice President - Business Operations for LUSA Consumer Services and will have direct reports.

** What You Will Do

- Key Responsibilities *
* ** Own Daily Payment Operations*
* + Manage dispute and chargeback processing, vendor oversight, escalation response across Lilly Direct payment flows and support the daily payment reconciliation process

+ Serve as the internal subject matter expert on our payment service provider - monitoring performance, troubleshooting transactions, and flagging anomalies

+ Coordinate with Lilly Direct Finance and Global Business Solutions to ensure daily payout reconciliation and SAP accounting entries are generated, posted, and automated to the greatest extent possible

+ Handle complex customer escalations related to payments, refund issuances, and dispute resolution

** Build the Process Layer*
* + Design the target-state payment operations operating model - roles, workflows, controls, and escalation paths - that a dedicated team will eventually run

+ Design, document, and maintain SOPs for all payment operations functions - with a clear eye toward what can be systematized, templated, or automated

+ Implement controls and workflows that are audit-ready and scalable as volume grows

+ Continuously enhance the patient-facing payment experience, including payment methods, checkout flows, and error resolution

** Drive Automation and Innovation*
* + Identify repetitive or high-volume operational tasks and lead efforts to automate them

+ Partner with Tech@Lilly and Lilly Direct Platform Experience to embed automation into payment infrastructure where manual processes currently exist

+ Drive innovation and updates to payment methods as the platform evolves

** Manage the PSP…