Software Product Management, LillyDirect Customer Support

Role: Director, Software Product Management for LillyDirect, leading the strategy and development of digital customer support products in Silicon Valley. Responsibilities: define product roadmaps, prioritize contact volume reduction, resolution speed, and customer satisfaction; oversee support tools including self-service portals, AI chatbots, and agent aids; collaborate with design, engineering, and business stakeholders to deliver scalable, consumer-centric solutions; champion support insights to inform strategy; ensure technical standards for support infrastructure; lead operational metrics and resource planning. Requirements: Bachelor's in Engineering, Computer Science, or related; 6+ years product management experience in high-growth e-commerce or direct-to-consumer support; deep technical expertise with CRM, omnichannel support, AI-driven tools; proven automation and AI application for customer support; strong leadership, communication, and stakeholder management skills. HighValue: consumer support and customer service, AI and automation, e-commerce/dtc experience, scalable support platforms, hybrid work in Silicon Valley, 3 days onsite/2 remote.