Manager-Technology Implementation Specialist – Global Medical Information Contact Centers
Eli Lilly and Company
5 days ago
Remote friendly (Indiana, United States)
United States
IT
Purpose
The Technology Implementation Specialist serves as a key business-technical resource and implementation lead for affiliate medical information contact centers globally, driving deployment of digital technologies that transform customer experience and operational efficiency.
Primary Responsibilities
- Lead technology implementation projects improving customer experience, operational efficiency, and cost effectiveness across multiple affiliate contact centers
- Partner with affiliate business leadership to translate strategic objectives into technology implementation roadmaps
- Define and track KPIs (customer satisfaction, response time, call deflection, operational cost savings)
- Conduct business case assessments and cost-benefit analyses to support decisions
- Determine deployment strategies, rollout approaches, and resource allocation based on business impact and risk
Stakeholder Management and Change Leadership
- Build relationships with affiliate leaders and operational teams to ensure alignment and buy-in
- Lead change management (communications, readiness assessments, adoption planning)
- Influence decisions with data-driven recommendations balancing business, UX, and feasibility
- Manage stakeholder expectations on scope, timelines, and outcomes
Business Process Optimization and Risk/Compliance
- Analyze current-state processes and identify technology-enabled improvements
- Develop best practices to speed deployment and reduce disruption; conduct post-implementation reviews
- Ensure implementations meet regulatory/quality/compliance requirements; mitigate risks; coordinate with quality/compliance/legal; develop contingency plans
Basic Qualifications
- Bachelor’s
- Minimum 2 years’ experience in Contact Center or AI Technology
- Authorized to work in the United States full-time (no visa sponsorship)
Additional Preferences
- Contact center operations and customer experience metrics; change management and stakeholder engagement
- Knowledge of voicebot, chatbot, IVR, CRM systems; strong communication and analytical skills
- Multinational/pharma/healthcare experience; global time zones/culture experience
Additional Information
- Frequent international travel (25–40%); working across time zones.
Benefits (explicitly stated)
- Eligible for company bonus; comprehensive benefits including 401(k), pension, vacation, medical/dental/vision, flexible benefits, life insurance, certain time off/leave, and well-being benefits.
Application Instructions
- If you need accommodation to submit a resume, complete Lilly’s workplace accommodation request form: https://careers.lilly.com/us/en/workplace-accommodation
The Technology Implementation Specialist serves as a key business-technical resource and implementation lead for affiliate medical information contact centers globally, driving deployment of digital technologies that transform customer experience and operational efficiency.
Primary Responsibilities
- Lead technology implementation projects improving customer experience, operational efficiency, and cost effectiveness across multiple affiliate contact centers
- Partner with affiliate business leadership to translate strategic objectives into technology implementation roadmaps
- Define and track KPIs (customer satisfaction, response time, call deflection, operational cost savings)
- Conduct business case assessments and cost-benefit analyses to support decisions
- Determine deployment strategies, rollout approaches, and resource allocation based on business impact and risk
Stakeholder Management and Change Leadership
- Build relationships with affiliate leaders and operational teams to ensure alignment and buy-in
- Lead change management (communications, readiness assessments, adoption planning)
- Influence decisions with data-driven recommendations balancing business, UX, and feasibility
- Manage stakeholder expectations on scope, timelines, and outcomes
Business Process Optimization and Risk/Compliance
- Analyze current-state processes and identify technology-enabled improvements
- Develop best practices to speed deployment and reduce disruption; conduct post-implementation reviews
- Ensure implementations meet regulatory/quality/compliance requirements; mitigate risks; coordinate with quality/compliance/legal; develop contingency plans
Basic Qualifications
- Bachelor’s
- Minimum 2 years’ experience in Contact Center or AI Technology
- Authorized to work in the United States full-time (no visa sponsorship)
Additional Preferences
- Contact center operations and customer experience metrics; change management and stakeholder engagement
- Knowledge of voicebot, chatbot, IVR, CRM systems; strong communication and analytical skills
- Multinational/pharma/healthcare experience; global time zones/culture experience
Additional Information
- Frequent international travel (25–40%); working across time zones.
Benefits (explicitly stated)
- Eligible for company bonus; comprehensive benefits including 401(k), pension, vacation, medical/dental/vision, flexible benefits, life insurance, certain time off/leave, and well-being benefits.
Application Instructions
- If you need accommodation to submit a resume, complete Lilly’s workplace accommodation request form: https://careers.lilly.com/us/en/workplace-accommodation