Advisor- Software Product Management
Eli Lilly and Company
9 hours ago
Remote friendly (San Francisco, CA)
United States
IT
Advisor – Software Product Management, LillyDirect Customer Care
Responsibilities:
- Define and execute customer service product strategy, roadmaps, timelines, and requirements.
- Prioritize investments based on contact volume reduction, resolution speed, and CSAT/NPS impact; deliver across interconnected products (self-service portals, AI chatbots, agent-assist, order management, returns/refund workflows).
- Partner with customer service operations to translate support goals into product vision; use contact driver data, CSAT trends, and qualitative research.
- Lead end-to-end support UX across web/mobile/chat/email/phone/agent desktop; advocate for frictionless, accessible design and improve first-contact resolution.
- Collaborate on technical standards and architecture (CRM integrations such as Salesforce/Zendesk, knowledge management, AI/ML triage/routing, omnichannel messaging such as Adobe); ensure scalable, modular solutions.
- Own operational metrics (self-service containment, average handle time, consumer satisfaction, first contact resolution) and portfolio resource planning.
Basic Qualifications:
- Bachelor’s degree (Business/Engineering/Computer Science or related).
- 4+ years product management.
- Experience owning consumer support/customer service/care operations product portfolios in high-growth e-commerce or direct-to-consumer.
- Deep technical expertise with CRM platforms, omnichannel support infrastructure, AI communication channels, and agent desktop products.
- Experience driving automation/AI for back-end processes that improve customer service.
- Authorized to work in the United States full-time; no visa sponsorship.
What You Should Bring (Preferred):
- Thought leadership in customer experience/support/e-commerce product management.
- Measurable improvements in consumer service.
- Human-centered design; AI-driven support automation, agentic workflows, intelligent routing, personalized self-service.
- Modular/shared-services platform design; contact center operations, workforce management, QA.
- Strong communication/influence; resilience in ambiguity.
Benefits/Compensation (if eligible):
- $138,000–$246,000 anticipated wage; may receive company bonus (depending on performance) and comprehensive benefits (medical/dental/vision, 401(k), life insurance, time off, and well-being).
Location: San Francisco Bay Area
Responsibilities:
- Define and execute customer service product strategy, roadmaps, timelines, and requirements.
- Prioritize investments based on contact volume reduction, resolution speed, and CSAT/NPS impact; deliver across interconnected products (self-service portals, AI chatbots, agent-assist, order management, returns/refund workflows).
- Partner with customer service operations to translate support goals into product vision; use contact driver data, CSAT trends, and qualitative research.
- Lead end-to-end support UX across web/mobile/chat/email/phone/agent desktop; advocate for frictionless, accessible design and improve first-contact resolution.
- Collaborate on technical standards and architecture (CRM integrations such as Salesforce/Zendesk, knowledge management, AI/ML triage/routing, omnichannel messaging such as Adobe); ensure scalable, modular solutions.
- Own operational metrics (self-service containment, average handle time, consumer satisfaction, first contact resolution) and portfolio resource planning.
Basic Qualifications:
- Bachelor’s degree (Business/Engineering/Computer Science or related).
- 4+ years product management.
- Experience owning consumer support/customer service/care operations product portfolios in high-growth e-commerce or direct-to-consumer.
- Deep technical expertise with CRM platforms, omnichannel support infrastructure, AI communication channels, and agent desktop products.
- Experience driving automation/AI for back-end processes that improve customer service.
- Authorized to work in the United States full-time; no visa sponsorship.
What You Should Bring (Preferred):
- Thought leadership in customer experience/support/e-commerce product management.
- Measurable improvements in consumer service.
- Human-centered design; AI-driven support automation, agentic workflows, intelligent routing, personalized self-service.
- Modular/shared-services platform design; contact center operations, workforce management, QA.
- Strong communication/influence; resilience in ambiguity.
Benefits/Compensation (if eligible):
- $138,000–$246,000 anticipated wage; may receive company bonus (depending on performance) and comprehensive benefits (medical/dental/vision, 401(k), life insurance, time off, and well-being).
Location: San Francisco Bay Area