Associate, LPS Strategy, Operations and Performance

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.

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

$57,750 - $101,200Organization:

Lilly Patient Services (LPS) is a center of excellence for U.S. patient services and customer support. Our responsibilities include the design and execution of industry-leading, multi-channel customer support solutions and services that enable better patient outcomes and help Lilly achieve business objectives. Members of LPS should deeply understand customer needs and the healthcare ecosystem, and all are expected to contribute to our purpose of connecting people to Lilly products and solutions. Together, we are accountable for a support and services ecosystem of solutions that minimize abandonment, increase adherence and persistency, and deliver industry-best customer experiences.

The Lilly Patient Services (LPS) Strategy, Operations and Performance team is accountable for driving strategy, operations and performance within LPS.

Position Overview:

The Manager/Sr. Associate/ Associate, LPS Strategy, Operations and Performance plays a role delivering LPS support for patients! This role will act in an agile capacity with potential to work on or lead work-streams spanning consumer experience, organizational transformation, business analytics, business operations, change management, training and organizational development.

Collaboration skills, communication skills, and execution excellence are all critical skills expected of someone in this position.

Key Responsibilities:

• Transform Patient Support Engagement and Execution: Contribute to the development and transformation of enterprise patient support and services strategies that impact multiple Lilly brands, such as program management for Lilly Support Services initiative.
• Lead LPS Learning and Development: Assist in the creation, management, and programming of learning and development training for the LPS organization, including contact centers.
• Drive Organizational Strategy and Performance: Support efforts in organizational strategy evolution, including managing strategic planning, measurement, and governance processes.
• Lead Organizational Projects: Manage and lead critical projects across LPS to ensure timely and effective execution.
• Maintain Business Process and Support Tools: Update and maintain key communication and workflow process tools and channels to support performance within the LPS organization.

Culture-Building and Team Expectations

• Foster an inclusive, safe-to-speak culture and working environment consistent with Team Lilly expectations, the Lilly Values, CSP Principles and applicable requirements as outlined by Quality, Legal, Ethics and Compliance, and Privacy
• Build strong, positive relationships with peers in the Lilly matrix and vendor partners, specifically key business partners in Lilly Patient Services Risk Management, Content Management, Contact Centers, Customer Experience, Digital Solutions, Platform Solutions, Data Enablement, Lilly Marketing Institute, Learning and Development, CIQ, Ethics and Compliance and other functions critical to program and organizational success.
• Operate in a state of continuous compliance while meeting key business objectives. Provide feedback to peers and leaders to help meet individual and team performance goals.
• Prioritize performance management and development discussions with supervisor and mentors. Help team achieve corporate diversity goals and objectives through active participation in diversity, equity, and inclusion initiatives.

Basic Requirements:

• Bachelor's degree
• Two or more years Lilly or pharmaceutical industry experience
•  Direct experience designing or delivering customer contact center training communications and support
• 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 and/or visas for this role.

Additional preferences:

• Strong preference for knowledge and experience working with our Customer Support Programs (CSP) programs and within LPS process flows
• Experience developing online and in-person business training, applying adult learning principles for ongoing learning and development
• Ability to utilize technology and develop communication to enhance learning experiences through digital platforms and interactive sessions, while continuously improving content based on feedback and changing business needs
• Proactive and self-starter, comfortable navigating ambiguity to effectively resolve problems and identify solutions
• Collaborative and inclusive in nature, connecting across a highly matrixed organization with agility and respect for people

Additional information:

• Position based in Indianapolis, hybrid/remote potential
• 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 is an EEO/Affirmative Action Employer and 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.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

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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