Associate Director - Product Manager - Consumer Services

Eli Lilly and Company • Indianapolis, IN

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About The Position

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. What You Will Do Consumer Services Tech Lilly designs and delivers modern digital experiences that make it easier for consumers to enroll, engage, and receive support throughout their treatment journey. We build consumer-facing platforms, data products, and CRM‑integrated capabilities that power seamless onboarding, intuitive self-service, and reliable engagement across channels. As Product Manager – Consumer Services, you will lead the adoption of AI as product infrastructure across consumer identity, enrollment, and engagement. You will own a multi-quarter roadmap that embeds agentic assistance, predictive personalization, and intelligent workflow orchestration into our core experiences—working closely with engineering, design, analytics, compliance, and enterprise platforms. Your work will improve access, enable consistency across brands, and accelerate Lilly’s evolving digital ecosystem. This role is ideal for an inclusive, strategic product leader who thrives at the intersection of digital platforms, data products, and AI-enabled consumer experience. Objective 1: Consumer Data Products for Real‑Time Intelligence Goal: Build privacy‑forward consumer data products that power AI, analytics, and omnichannel engagement. Own the vision, lifecycle, and governance of Consumer Data Products (schemas, SLAs, lineage) to support real‑time personalization and intelligent automation. Define data quality standards (completeness, freshness, accuracy) and scalable integration patterns with CRM, identity, and enterprise platforms. [P4 Product...r Services | Word] Partner with analytics to convert insights into product changes that improve onboarding speed, adherence, and satisfaction. Objective 2: AI‑Enabled Consumer Journeys (Identity, Enrollment, Engagement) Goal: Treat AI as a first‑class capability to reduce friction and improve completion, activation, and satisfaction. Own the roadmap for AI‑orchestrated enrollment and engagement integrated with identity, consent, and CRM—reducing hand‑offs and drop‑offs across the journey. Deliver agentic assistance (e.g., proactive next best action, context‑aware guidance, smart forms) and predictive personalization tuned to brand and therapy needs. Lead product launch excellence for AI‑infused features—readiness planning, validation, rollout, and measurement across consumer touchpoints. Define success metrics (e.g., enrollment completion, time‑to‑first‑value, activation, CSAT) and drive continuous optimization through experimentation. Objective 3 — Responsible AI & Product Operating Model Goal: Ensure AI is safe, compliant, measurable, and repeatable across brands. Establish responsible AI guardrails and validation approaches in partnership with privacy, legal, compliance, and data governance. Define product standards for AI feature development (prompt patterns, human‑in‑the‑loop controls, evaluation frameworks) and codify them as reusable playbooks. Create a cross‑functional cadence (with engineering, design, and marketing) that links AI feature health to business outcomes and brand objectives.

Requirements

• Bachelor’s degree in Business, Information Technology, Life Sciences, or a related STEM field
• 7+ years of progressive experience in product management, reimbursement, or related roles within the pharmaceutical or healthcare industry.
• Proven track record of leading diverse, cross-functional teams and delivering complex projects in a regulated environment.
• Strong product leadership across digital and data ecosystems; ability to translate consumer needs into platform capabilities.
• Experience with AI-enabled solutions (e.g., virtual agents, dynamic personalization, predictive workflows).
• Excellent communication and collaboration skills, with the ability to influence stakeholders at multiple levels and foster an inclusive team culture.
• Experience in managing budgets, vendor relationships, and project timelines.
• Ability to drive innovative change and align teams to common business processes.

Nice To Haves

• Prior ownership of consumer identity/enrollment capabilities or consumer data products.
• Experience in regulated industries (healthcare, life sciences).
• Familiarity with CRM platforms, digital health solutions, virtual case management, and AI‑driven process optimization.

Responsibilities

• Own the vision, lifecycle, and governance of Consumer Data Products (schemas, SLAs, lineage) to support real‑time personalization and intelligent automation.
• Define data quality standards (completeness, freshness, accuracy) and scalable integration patterns with CRM, identity, and enterprise platforms.
• Partner with analytics to convert insights into product changes that improve onboarding speed, adherence, and satisfaction.
• Own the roadmap for AI‑orchestrated enrollment and engagement integrated with identity, consent, and CRM—reducing hand‑offs and drop‑offs across the journey.
• Deliver agentic assistance (e.g., proactive next best action, context‑aware guidance, smart forms) and predictive personalization tuned to brand and therapy needs.
• Lead product launch excellence for AI‑infused features—readiness planning, validation, rollout, and measurement across consumer touchpoints.
• Define success metrics (e.g., enrollment completion, time‑to‑first‑value, activation, CSAT) and drive continuous optimization through experimentation.
• Establish responsible AI guardrails and validation approaches in partnership with privacy, legal, compliance, and data governance.
• Define product standards for AI feature development (prompt patterns, human‑in‑the‑loop controls, evaluation frameworks) and codify them as reusable playbooks.
• Create a cross‑functional cadence (with engineering, design, and marketing) that links AI feature health to business outcomes and brand objectives.

Benefits

• 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, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).

What This Job Offers

• Job Type: Full-time
• Career Level: Director