Sr. Director - Group Product Manager – Lilly.com UE Patient Experience

Eli Lilly and Company • Us, IN

18d

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. Job Description Summary The Group Product Manager for UE Patient Experience leads empowered, cross-functional product teams in transforming web properties into customer-first digital experiences. Customer first digital experiences are designed to meet and exceed the customer’s most pressing needs leading to an immediate, efficient, and effective experience as defined by the customer. This role is accountable for solving meaningful customer problems and delivering measurable business outcomes, creating an integrated experience that supports customers through every stage of their journey toward better health. Translating Lilly’s Brand Truth of “Health Above All” and accelerating the shift to a customer-first attitude, the Group Product Manager will champion a best-in-class unified experience that integrates diverse digital journeys while incorporating customer expectations combined with Voice of the Customer (VoC) across both product and disease state sites. By bringing to bear customer experience (CX) principles (personas, VoC, journey maps, and UX testing principles) and designing a customer-centric process, Lilly can deliver a customer-first, digital-first experience to meet customer needs. By putting the customer first, this role ensures the delivery of critical information to all customers across the digital customer journey. The Group Product Manager creates an environment of trust, autonomy, and accountability, coaching and developing Product Manager team members to achieve their best work. This leader drives outcome-based roadmaps, fosters a culture of experimentation and learning, and ensures that product teams are empowered to discover, design, and deliver solutions that equally delight customers and meet business needs.

Requirements

• Bachelor’s degree in a related field.
• 8 + years of experience in digital product management, ownership, or a similar strategic role.
• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization and/or visas for this role.

Nice To Haves

• Confirmed ability to monitor, translate, design, test, and integrate customer and collaborator insights into effective product strategy and communications plans.
• Demonstrable expertise in leading digital products with cross-functional partners; experience with large-scale redesigns and integration of multiple digital properties within a customer-centric architecture.
• Demonstrate the ability to find and use multiple sources of VoC data (direct, indirect, and inferred) to meet customer needs along the end-to-end customer journey.
• Record of developing and delivering successful web product strategies while balancing the dual needs of internal business partners and customer needs.
• Strong understanding of UX principles, CX principles, and standard processes around customer-centric design.
• Excellent communication, collaboration, and team member management skills.
• Experience working with external partners to deliver web experiences.
• Agility in cross-functional marketing and operations within a highly matrixed organization.
• Excellent critical thinking skills; ability to thrive in a complex, dynamic, and ambiguous environment.
• Demonstrated experience with Adobe AEM, EDS and/or a similar site platform.
• Expertise leading websites, including redesigning/developing from the ground up and integrating sites after mergers/acquisitions.
• Experience scaling new functional and digital capabilities across an enterprise.
• Consistent record of operational compliance within the pharma industry; understanding of global digital regulatory requirements (e.g., GDPR, CCPA).
• Collaborative and successful experience leading and working with cross-functional teams.
• Demonstrated success leading large-scale programs and/or systems with ownership of strategic, operational, and tactical workplans.
• Ability to effectively influence across all levels, within and outside of functional area and the corporation.
• Knowledge of internal content approval processes.
• Strong organizational change management and conflict resolution skills; ability to build partnerships at all levels.

Responsibilities

• Promote a dual product and customer-centric culture that values experimentation over requirements, outcomes over output, speed over excellence, and learning over being right. Encourage evidence-based decision-making and learning from failure while integrating VoC feedback into design.
• Develop and communicate a compelling product vision and strategy, aligning teams and collaborators around clear objectives and measurable outcomes (OKRs).
• Lead empowered product teams to solve problems, not just features to build. Support teams in discovering, designing, and delivering solutions, and hold them accountable for outcomes.
• Drive outcome-based roadmaps, focusing on business and customer impact. Establish and track team objectives, VoC, and key results (OKRs) that reflect business and customer value.
• Champion continuous product discovery and delivery, validating solutions for value, usability, feasibility, and viability before launch. Serve as the voice of the customer and the business during design and development, providing clear guidance and making effective decisions on trade-offs.
• Define success metrics and monitor site performances and analytics to deliver insights that enhance user experience, increase engagement, and drive conversion.
• Collaborate with customers across Lilly, including Medical, Legal, Regulatory, Marketing, Engineering, Design, and Research, to ensure alignment and compliance.
• Stay attuned to industry trends, emerging technologies, and standard processes to continuously deliver innovative and effective digital experiences. Lead updates and reviews with senior leadership and collaborators to drive alignment on product progress, gather feedback, evaluate performance, and secure necessary resources.
• Design and deliver product operating model training and upskilling programs for product teams and customers. Oversee documentation and communication of organizational process changes, ensuring clarity and alignment. Facilitate internal team training classes and workshops to support adoption of new processes and tools. Champion organizational change management (OCM) strategies for new product operating model processes, understanding and respecting customer needs, driving interested party engagement and successful adoption.
• Act as a coach and mentor, fostering a culture of trust, respect for the customer, building customer-centricity, autonomy, and accountability. Support the growth and development of product team members for success in their current and future roles. Recruit, develop, retain, and inspire a diverse and highly skilled product manager team with an entrepreneurial “Team Lilly” leadership style that contributes to developing and advancing the next generation of digital product leaders. Foster a culture of innovation, collaboration and continuous improvement within the team, and across the Unified Experience Organization.

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
• Number of Employees: 5,001-10,000 employees