Associate Director - Product Manager - Lilly.com UE Patient Experience

Job Description Summary

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.

The Product Manager for UE Patient Experience will report directly to the Sr. Director, Group Product Manager, and partners closely to implement the product vision and strategy for priority web properties. This role is responsible for leading empowered, cross-functional product teams in delivering integrated, customer-first digital experiences that support users throughout their health journey.

Customer first digital experiences are designed to meet and exceed the customer's most pressing needs leading to an immediate, efficient, and effective experience as defined by the customer. This role is accountable for solving significant customer problems and delivering measurable business outcomes, creating an integrated experience that supports customers through every stage of their journey toward better health.

Translating Lilly's Brand Truth of "Health Above All" and accelerating the shift to a customer-first attitude, the Product Manager will support a best-in-class unified experience that integrates diverse digital journeys while incorporating customer expectations combined with Voice of the Customer (VoC) across both product and disease state sites. By bringing to bear customer experience (CX) principles (personas, VoC, journey maps, and UX testing principles) and designing a customer-centric process, Lilly can deliver a customer-first, digital-first experience to meet customer needs. By putting the customer first, this role ensures the delivery of critical information to all customers across the digital customer journey.

As a problem solver for both the customer and the business, the Product Manager drives the daily execution of product initiatives, ensuring solutions deliver important value, meet customer expectations, customer-facing usability, internal feasibility, and measurable viability. This leader collaborates across collaborators, tracks site performance, integrates customer-centric understanding, and provides actionable insights with a dual focus to improve user experience and business outcomes. The Product Manager ensures operational excellence by facilitating team alignment with the strategic direction set by the Group Product Manager.

Key Responsibilities

• Lead cross-functional product team in implementing and delivering the product vision, customer-centric focus, and product strategy set by the Group Product Manager.
• Provides leadership to cross-functional product teams (e.g., engineering, design, SEO, account management) in delivering integrated digital experiences and drives the daily execution of product initiatives, ensuring alignment with CX principles (personas, VoC, journey maps, and UX testing principles) and consistently putting the customer first while balancing business requirements.
• Champion continuous product discovery and delivery, validating solutions for value, usability, feasibility, customer-centricity, UX testing, and viability.
• Serve as a hardworking and data-driven voice of the customer (VoC) and the business during design and development, testing, and implementation while providing clear guidance and making effective decisions on trade-offs.
• Develop an atmosphere of experimentation, learning, and evidence-based decision-making.
• Tracks site performance and analytics, providing insights to improve user experience and engagement.
• Collaborate with interested parties across Lilly, including Medical, Legal, Regulatory, Marketing, Engineering, Design, and Research, to ensure alignment and compliance.
• Support teams in discovering, designing, and delivering solutions, and hold them accountable for outcomes.
• Facilitates updates and reviews with senior leadership and collaborators to drive alignment on product progress, gather feedback, evaluate performance, and secure necessary resources.
• Applies industry trends and standard processes to continuously improve digital experiences.

Basic Requirements

Additional Preferences

Additional Information

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 for further assistance.

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 $127,500 - $187,000. 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.