Manager – Technology Implementation Specialist, Global Medical Information Contact Centers

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Eli Lilly and Company

WebsiteLinkedInAll Job Openings

10,000+ employees

💊 Pharmaceuticals

🏥 Healthcare

🧬 Biotechnology

💰 $6.5M Post-IPO Debt - Eli Lilly on 2024-02

Pharmaceuticals • Healthcare • Biotechnology

Eli Lilly and Company is a multinational pharmaceutical company that researches, develops, manufactures, and markets prescription medicines across multiple therapeutic areas including diabetes, oncology, immunology, neuroscience, and pain. Headquartered in Indianapolis, Indiana, Lilly is known for its extensive R&D, clinical development, and global commercialization of biologic and small-molecule drugs. The company focuses on drug discovery, clinical trials, regulatory approvals, and large-scale pharmaceutical manufacturing and distribution.

📋 Description

• Lead technology implementation projects across multiple affiliate medical information contact centers • Partner with affiliate business leadership to translate strategic objectives into technology implementation roadmaps • Define and track KPIs including customer satisfaction, response times, call deflection, and cost savings • Conduct business cases and cost-benefit analyses for implementation decisions • Decide deployment strategies, rollout approaches, and resource allocation based on impact and risk • Build relationships with affiliate leaders, contact center managers, and operational teams • Lead change management, stakeholder communications, readiness assessments, and adoption planning • Present data-driven recommendations balancing business needs, user experience, and technical feasibility • Analyze business processes and identify technology-driven efficiency and customer-experience improvements • Resolve complex business and operational implementation challenges • Develop standardized implementation approaches and best practices • Conduct post-implementation reviews and identify continuous improvement opportunities • Gather business requirements and perform gap analyses for affiliate-specific needs • Design solutions balancing global standardization with local requirements and market conditions • Develop success criteria and adoption metrics with affiliate teams • Translate technical concepts into business language for non-technical stakeholders and executives • Develop and execute user-adoption strategies • Design business-focused training programs and documentation • Provide on-site support during critical go-live periods • Monitor adoption metrics and user feedback and develop interventions • Ensure implementations meet regulatory, quality, and compliance requirements • Identify and mitigate implementation risks • Coordinate validation and audit-readiness activities with quality, compliance, and legal teams • Develop contingency plans to minimize business disruption

🎯 Requirements

• Bachelor's degree • Minimum 2 years' experience in Contact Center or AI Technology • Authorized to work in the United States on a full-time basis • Strong business acumen and understanding of contact center operations and customer experience metrics • Experience with change management, stakeholder engagement, and organizational adoption strategies • Knowledge of contact center technologies including voicebots, chatbots, IVR, and CRM systems • Strong business communication and consensus-building ability • Experience in a multinational organization and preferably the pharmaceutical/healthcare industry • Proven ability to lead change initiatives and drive technology adoption • Strong analytical ability to translate business requirements into implementation requirements • Ability to balance business needs, user experience, technical constraints, and regulatory requirements • Customer-centric approach • Experience working across cultures and time zones in a global organization • Understanding of pharmaceutical business operations and regulatory environment • Frequent international travel availability (estimated 25-40%)

🏖️ Benefits

• Frequent international travel to support on-site implementations and stakeholder engagement (estimated 25-40%) • Accommodation support available during the application process for individuals with disabilities