Software Product Management, LillyDirect Customer Support

Director, Software Product Management, Lilly Direct

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. Headquartered in Indianapolis, Indiana, our 50,000 employees around the globe take on complex challenges to discover and deliver life‑changing medicines.

We are seeking a visionary Director to lead the strategy, development, and execution of our Customer Service digital product portfolio in Silicon Valley, San Francisco Bay Area. This 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 automation and operational excellence.

• Product Strategy and Roadmap – Help 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, and ensure consistent delivery across a portfolio of interconnected support products—including self‑service portals, AI‑powered chatbots, agent‑assist tools, order management interfaces, and returns/refund workflows.
• Have a strong voice across Lilly Direct product, ensuring that support insights inform future strategy.
• Team‑First Mentality – embody a no‑ego, team‑first mentality in all interactions. Foster a collaborative culture that prioritizes shared success over individual recognition. Represent the product team with humility and integrity when engaging with business collaborators, LD customer care center, third‑party vendors, and technology collaborators.
• Business Partnership Champion – act as a strategic product partner to customer service operations leads and business, and Cx stakeholders—translating their support goals into a compelling product vision and actionable strategy. Collaborate closely with design, engineering to ensure solutions are grounded in consumer needs, technically scalable, and aligned with the broader Lilly Direct experience.
• Stay up to date on new technology and third‑party solutions that augment our roadmap. Champion the voice of the consumer in every product decision, using contact driver data, CSAT trends, and qualitative research to inform priorities.
• User Experience and Design – partner to understand end‑to‑end consumer journeys across all support touchpoints—web, mobile, chat, email, phone, and agent desktop. Collaborate closely with UX, research, and Customer Care leadership to ensure self‑service flows are intuitive and our experience are designed are frictionless, anticipating service needs before our customers do. Advocate for design quality and accessibility throughout the product lifecycle, and use data‑driven insights to continuously reduce consumer friction and improve first‑contact resolution rates.
• Technical Collaboration and Standards – partner with engineering leadership to assess architectural trade‑offs for support platform components, including CRM integrations (e.g., Salesforce, Zendesk), knowledge management systems, AI/ML‑driven triage and routing, and omnichannel messaging infrastructure (e.g., Adobe). Establish technical standards and ensure scalable, modular solutions that can flex with contact volume and product expansion.
• Stakeholder Engagement and Thought Leadership – build and maintain strong relationships with collaborators. Serve as the internal subject matter expert on consumer support product best practices within e‑commerce and direct‑to‑consumer models. Represent Lilly Direct's support product vision in industry forums and contribute to thought leadership in customer experience and digital care.
• Operational Excellence and Resource Planning – lead portfolio‑level resource allocation and prioritization for the support product team, incorporating engineering capacity, contact center readiness, and cross‑functional dependencies. Own key operational metrics including self‑service…