Manager-Technology Implementation Specialist – Global Medical Information Contact Centers

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 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.

Purpose

The Technology Implementation Specialist serves as a key business-technical resource and implementation lead for affiliate medical information contact centers globally, driving the successful deployment of digital technologies that transform customer experience and operational efficiency. This role bridges business strategy and technical execution, translating global technology initiatives into locally relevant solutions that deliver measurable business value. The specialist partners with affiliate leadership to understand business objectives, designs implementation approaches that align with organizational priorities, and ensures technology adoption drives improved customer satisfaction, operational effectiveness, and regulatory compliance across multiple affiliate teams.

Medical Information

Medical Information combines scientific knowledge and communication expertise to deliver relevant medical content that is meaningful to customers, enables informed treatment decisions, and advances the quality and transparency of Lilly research. Medical Information serves as an essential link between Lilly's products and our customers (healthcare professionals or patients) via traditional channels (phone/email) and increasingly, virtually via websites. As the global call center transforms through digital innovation, evolving service models, and expanded virtual engagement, contact center technologies play a critical role in enabling efficient, compliant, and high-quality customer interactions at scale.

Primary Responsibilities

This position requires strong business acumen combined with technical expertise to drive successful technology implementations that deliver strategic value. The specialist leads change management initiatives, builds stakeholder relationships, manages implementation budgets and timelines, and ensures technology investments achieve intended business outcomes across multiple affiliate teams.

Implementation Leadership and Business Value Delivery

• Lead technology implementation projects that drive measurable improvements in customer experience, operational efficiency, and cost effectiveness across multiple affiliate contact centers
• Partner with affiliate business leadership to understand strategic objectives and translate them into technology implementation roadmaps aligned with organizational priorities
• Define and track key performance indicators (KPIs) to measure implementation success including customer satisfaction scores, response time improvements, call deflection rates, and operational cost savings
• Conduct business case assessments and cost-benefit analyses to support implementation decision-making and prioritization
• Make informed decisions on deployment strategies, rollout approaches, and resource allocation based on business impact and risk analysis

Stakeholder Management and Change Leadership

• Build and maintain strong relationships with affiliate business leaders, contact center managers, and operational teams to ensure alignment and buy-in throughout implementation lifecycle
• Lead change management activities including stakeholder communication, organizational readiness assessments, and adoption planning
• Influence business and operational decisions by presenting data-driven recommendations that balance business needs, user experience, and technical feasibility
• Navigate organizational dynamics and build consensus across diverse stakeholder groups with competing priorities
• Establish credibility as a trusted business advisor who understands both technology capabilities and business operations
• Manage stakeholder expectations regarding implementation scope, timelines, and business outcomes

Business Process Optimization and Problem Solving

• Analyze current-state business processes and identify opportunities where technology can improve operational efficiency and customer experience
• Anticipate and resolve complex business and operational challenges that arise during implementations across multiple affiliate teams
• Develop standardized implementation approaches and best practices that improve deployment speed and reduce business disruption
• Conduct post-implementation reviews to measure business outcomes, capture lessons learned, and identify continuous improvement opportunities

Affiliate Business Partnership and Solution Design

• Partner with affiliate leadership to understand local business context, customer demographics, operational challenges, and strategic priorities
• Conduct business requirements gathering and gap analysis to identify affiliate-specific needs and constraints
• Design implementation solutions that balance global standardization with local business requirements and market conditions
• Collaborate with affiliate teams to develop business-driven success criteria and adoption metrics
• Translate complex technical concepts into business language for non-technical stakeholders and executives
• Gather affiliate business feedback to inform global product strategy and technology investment decisions

User Adoption and Organizational Enablement

• Develop and execute adoption strategies that drive user engagement and ensure technology investments deliver intended business value
• Design training programs focused on business benefits and operational workflows, not just technical functionality
• Create business-focused documentation that helps users understand how technology improves their daily work and customer interactions
• Provide on-site support during critical go-live periods to ensure business continuity and user confidence
• Monitor adoption metrics and user feedback to identify barriers and develop interventions that improve utilization

Compliance and Risk Management

• Ensure implementations meet regulatory requirements, quality standards, and business compliance obligations
• Identify and mitigate business and operational risks throughout implementation lifecycle
• Coordinate with quality, compliance, and legal teams to address validation requirements and audit readiness
• Develop contingency plans to minimize business disruption during deployments and technical issues

Basic Qualifications

• Bachelors
• Minimum 2 years' experience in Contact Center or AI Technology
• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1

Additional Preferences

• Strong business acumen with understanding of contact center operations and customer experience metrics.
• Experience with change management, stakeholder engagement, and organizational adoption strategies
• Knowledge of contact center technologies (voicebot, chatbot, IVR, CRM systems) sufficient to guide business discussions and implementation decisions
• Strong business communication skills with ability to influence to build stakeholder consensus
• Preferred experience in multinational organization and pharmaceutical/healthcare industry
• Proven ability to lead change initiatives and drive organizational adoption of new technologies
• Strong analytical skills to translate business requirements into implementation requirements
• Ability to balance business needs, user experience, technical constraints, and regulatory requirements
• Customer-centric mindset with focus on delivering solutions that improve end-user experience
• Experience working across cultures and time zones in global organization
• Understanding of pharmaceutical business operations and regulatory environment

Additional Information

• Frequent international travel required to support on-site implementations and stakeholder engagement (estimated 25-40%)
• Working across different timezones

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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