Associate Director - Customer Care LillyDirect - Agile

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. The Associate Director of Customer Care, LillyDirect Pharmacy will play a critical role within a high-performing, agile team dedicated to delivering exceptional customer service across multiple channel s including contact centers, digital platforms such as LSC /C5 , and specialized support offerings for consumers and healthcare professionals within LillyDirect . As LillyDirect continues to grow and expand its reach, this role will help scale customer care operations to meet growing volume and complexity. This role requires strict adherence to ethical interaction with Protected Health Information (PHI) and compliance with HIPAA regulations. This is an agile role. The Associate Director may flex across key workstreams—ranging from 0% to 100% of their time on any given workstream—based on evolving business needs, program launches, and organizational priorities. The Associate Director will report to the Sr. Director, Customer Care Lead – LillyDi rect Pharmacy and will help shape LillyDirect Customer Care strategies, optimize consumer experiences, and ensure seamless prescription fulfillment and customer support through LillyDirect . Key Responsibilities : Operational Excellence Support day-to-day call center vendor operations across inbound/outbound channels for pharmacy and affordability inquiries. Monitor and optimize KPIs such as first call resolution, average handle time, and customer satisfaction scores. Partner with cross-functional teams to align service delivery with U.S. consumer experience goals. Oversee onboarding and develop training programs for new and existing agents in collaboration with vendors and training teams. Develop and maintain staffing models for call center operations, partnering with vendors on capacity planning and tracking associated program costs. Ensure strict confidentiality of PHI in compliance with HIPAA and company privacy policies. Flex support across LillyDirect customer care workstreams as needed, reprioritizing focus areas in response to new program launches and cross-functional demands. Digital Transformation Partner with Digital Transformation and Tech@Lilly teams to transition legacy support models to digital-first platforms, using agile sprint cycles to prioritize and execute LSC CRM build and refinement . Serve as a key business partner across LSC and related technologies, ensuring customer care requirements, agent readiness, and operational workflows are represented throughout development. Develop a deep understanding of the customer and agent experience across LSC and related platforms, including C5, and share insights with product and technology teams to inform platform direction, agent tools, and support processes ahead of key milestones. Drive adoption of AI-enabled tools (real-time transcription, post-call summaries, predictive content suggestions) to enhance agent productivity. Maintain shared backlogs with cross-functional teams, iterating on priorities through regular sprint reviews and retrospectives. Expand self-service capabilities for pharmacy-related inquiries. Continuously optimize prescription fulfillment and customer support journeys, mapping both optimal and exceptional pathways to improve performance and satisfaction. Customer Experience & Continuous Improvement Lead triage and resolution of critical support scenarios, leveraging insights to drive improvements across LillyDirect customer care. Facilitate regular stakeholder sessions to assess performance, identify gaps, and implement optimizations. Monitor customer interactions (calls, chats, contacts) to identify suboptimal experiences and develop actionable solutions. Ensure clear, effective, and on-brand content across all touchpoints (IVR, call guides, FAQs , chatbots, phone, text, email). Define, implement, and monitor KPIs in partnership with analytics teams to ensure alignment with business objectives . Identify emerging trends and recommend opportunities to improve delivery, reduce friction, and elevate customer experience. Support customer care readiness for LillyD