Associate Director Customer Support Programs

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.

Associate Director, Customer Support Programs – Lilly Canada

Role Overview

Eli Lilly Canada is currently seeking a capable Associate Director, Customer Support Program (CSP) responsible for the leadership and digital transformation of the specialty portion of the portfolio of Customer Support Programs (CSPs).

This role is eligible for additional forms of compensation, such as participation in the Lilly Bonus Program.     

This posting is for an existing vacancy. 

As the Associate Director, you will:

• Lead Program Managers to develop, implement, maintain, and evaluate digital-first customer support programs
• Ensure a clear measurement plan is in place to evaluate implementation, progress, performance, and budget management
• Help prioritize work that delivers maximum impact and exceptional customer experiences
• Inspire experimentation with innovative ideas that add value to customers and differentiate Lilly in the market

Location & Work Arrangement

• This is a hybrid role – onsite presence at our Toronto office will be 10 days or more per month (or at least 50% of the time), determined in collaboration with your manager and based on business needs.

Strategic Context

The next 12–24 months will be an exciting period as the team prepares for the potential of multiple new product launches and a number of new initiatives to digitally transform our existing programs.

You will:

• Lead the development and implementation of near‑ and long‑term CSP strategies aligned to brand priorities
• Create exceptional digital-first customer experiences that enable more patients to start and stay on Lilly’s innovative medications

Organizational Leadership & Collaboration

• Report into the Senior Director, Customer Support Program Lead
• Participate in business planning and strategic planning

You will also:

• Build strong partnerships with cross functional internal and external stakeholders
• Ensure Canada leverages global knowledge and digital-first capabilities

Primary Responsibilities

Strategy & Program Leadership

• Act as a player‑coach, leading:
  • 5-6 direct reports
  • 100+ vendor employees

• Influence the enterprise, end‑to‑end CSP strategy, including:
  • Implementation
  • Continuous improvement
  • Performance monitoring
  • Operational excellence
  • Digital transformation

• Define and shape the desired customer experience, including end to end experience mapping and customer insights

Vendor & Performance Management

• Lead RFPs (as needed) to select optimal vendor partners aligned with Lilly’s culture and experience standards
• Manage CSP and preferred specialty pharmacy vendor relationships
• Monitor, report, and act on key performance indicators (KPIs)
• Work collaboratively with vendors to resolve issues quickly
• Leverage reporting capabilities to deliver real‑time market insights
• Demonstrate personal accountability and hold vendors accountable to their contractual obligations

Governance, Compliance & Measurement

• Ensure CSP governance and compliance in partnership with internal cross-functional partners
• Ensure all content and services meet regulatory, legal, and policy requirements
• Measure in‑market solutions and customer understanding of CSPs
• Identify trends and gaps, leading solution development and rollout

Field & Market Engagement

• Work directly with field staff and vendor partners
• Proactively resolve CSP issues raised by HCPs and patients
• Stay current on market conditions and portfolio changes to ensure services remain relevant and high quality

People & Relationship Management

• Foster an inclusive, safe‑to‑speak culture aligned with Lilly values, CSP principles, Quality, Legal, Ethics & Compliance, and Privacy requirements
• Ensure cross‑functional understanding and alignment on CSP strategy and roadmap
• Build strong, trusting relationships with:
  • Brand Teams
  • Digital / Tech @ Lilly
  • Pricing Reimbursement and Access
  • Medical
  • Quality / Regulatory
  • Other critical internal and external partners

Talent Development

• Recruit, develop, and retain high‑performing talent
• Ensure CSP team expertise in:
  • Healthcare and pharmaceutical environments
  • Customer support program trends
  • Innovation in consumer and provider facing solutions
  • Best‑in‑class customer engagement

• Provide coaching, performance management, and talent assessment
• Support succession planning

Basic Requirements

• Bachelor’s degree or equivalent
• Minimum 5 years’ experience in:
  • Patient Support Programs
  • Pricing, reimbursement, and access (or equivalent)
  • Automation, digital health and/or digital transformation

• Project management experience
• Demonstrated ability to manage multiple teams, timelines, and dependencies
• Self-starter with a growth mindset and demonstrated learning agility
• Strong communication skills
• People leadership and career development experience

Additional Preferences

• MBA
• PSP vendor management experience
• Knowledge of automation, digital call center and patient retention tools
• Knowledge of biologic reimbursement in private and public sectors
• Budget management capabilities
• Comfort leveraging CRM platforms to monitor program performance
• Customer‑facing experience with a strong commitment to exceptional customer experiences
• Proven ability to collaborate across business units and external vendors

Additional Information

• Travel: Less than 10%

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 does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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 may also 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 pension plan; vacation benefits; eligibility for healthcare benefits; flexible benefits (if applicable) 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.