Software Product Management, LillyDirect Customer Support

Role: Director of Software Product Management for LillyDirect’s customer support digital products, focusing on enhancing consumer and healthcare professional experiences via self-service, AI chatbots, support tools, and workflows. Responsibilities: develop and execute product strategies, roadmaps, and requirements aligned with customer satisfaction and business goals; foster a collaborative, team-first culture; partner with business stakeholders, UX, engineering, and external vendors to design intuitive support journeys; oversee technical standards and support platform architecture; and lead operational metrics such as CSAT, FCR, and support containment. Requirements: Bachelor’s in Engineering, Computer Science, or related field; 6+ years in consumer support or customer service product management within high-growth e-commerce or direct-to-consumer environments; deep technical expertise with CRM, omnichannel support, AI, and automation; proven success in improving customer service KPIs. Preferred: industry recognition in CX and e-commerce, experience with AI-driven automation, modular platform design, and contact center operations; strong leadership and communication skills. HighValue: consumer support for LillyDirect’s digital health support platform, AI/ML integration, omnichannel infrastructure, and stakeholder engagement. Location & Work Setup: Silicon Valley hub; hybrid model (3 days onsite, 2 remote).