Software Product Management, LillyDirect Customer Support

About the Role

LillyDirect is an innovative, industry-first direct-to-patient e-commerce experience designed to improve access to care, reduce healthcare costs, and provide integrated support to people managing chronic disease. As we scale rapidly, delivering exceptional post-purchase consumer experiences is central to our mission. We are seeking a visionary Director, Software Product Management, LillyDirect to lead the strategy, development, and execution of our Customer Service digital product portfolio in Silicon Valley, San Francisco Bay Area. This role is pivotal in shaping how consumers and healthcare professionals seek help—whether self-serving through digital tools or connecting with live support agents—driving core KPIs via customer-centric design, scalable support infrastructure, and using automation and operational excellence. As a senior product leader, you will define and lead the strategies and roadmaps for support-focused digital products designed to reduce friction, resolve issues faster, and build lasting consumer loyalty.

What You Will Do

• Help define and implement a bold customer service product strategy, roadmaps, timelines, and requirements
• Align support product initiatives with consumer satisfaction goals and business outcomes, prioritize investments based on contact volume reduction, resolution speed, and CSAT/NPS impact, and ensure consistent delivery across a portfolio of interconnected support products—including self-service portals, AI-powered chatbots, agent-assist tools, order management interfaces, and returns/refund workflows
• Have a strong voice across LillyDirect product, ensuring that support insights inform future strategy
• Embody a no-ego, team-first mentality in all interactions. Foster a collaborative culture that prioritizes shared success over individual recognition. Represent the product team with humility and integrity when engaging with business collaborators, LD customer care center, third party vendors, and technology collaborators
• Act as a strategic product partner to customer service operations leads and business, and Cx stakeholders—translating their support goals into a compelling product vision and actionable strategy
• Collaborate closely with design, engineering to ensure solutions are grounded in consumer needs, technically scalable, and aligned with the broader LillyDirect experience
• Stay up to date on new technology and third-party solutions that augment our roadmap
• Champion the voice of the consumer in every product decision, using contact driver data, CSAT trends, and qualitative research to inform priorities
• Partner to understand end-to-end consumer journeys across all support touchpoints—web, mobile, chat, email, phone, and agent desktop
• Collaborate closely with UX, research, and Customer Care leadership to ensure self-service flows are intuitive and our experience are designed are frictionless, anticipating service needs before our customers do
• Advocate for design quality and accessibility throughout the product lifecycle, and use data-driven insights to continuously reduce consumer friction and improve first-contact resolution rates
• Partner with engineering leadership to assess architectural trade-offs for support platform components, including CRM integrations (e.g., Salesforce, Zendesk), knowledge management systems, AI/ML-driven triage and routing, and omnichannel messaging infrastructure (e.g., Adobe)
• Establish technical standards and ensure scalable, modular solutions that can flex with contact volume and product expansion
• Build and maintain strong relationships with collaborators. Serve as the internal subject matter expert on consumer support product best practices within e-commerce and direct-to-consumer models
• Represent LillyDirect's support product vision in industry forums and contribute to thought leadership in customer experience and digital care
• Lead portfolio-level resource allocation and prioritization for the support product team, incorporating engineering capacity, contact center readiness, and cross-functional dependencies
• Own key operational metrics including self-service containment rate, average handle time, consumer satisfaction and first contact resolution

Minimum Required Qualifications

• Bachelor's degree in Engineering, Computer Science, or related fields
• At least 6+ years of product management experience
• Demonstrated experience in consumer support, customer service, or care operations product portfolios at a high-growth e-commerce or direct-to-consumer company
• Deep technical expertise with experience with CRM platforms, omnichannel support infrastructure, AI communication channels, and agent desktop products
• Experience driving automation/AI for back-end processes that indirectly improve customer service and experience
• Proven track record of driving measurable improvements in a consumer service setting
• Deep understanding of user experience principles and human-centered design
• Experience with AI-consumer facing solutions
• Experience evaluating third-party solutions and engaging with external vendors

What You Should Bring

• Industry recognition as a leader with vision in customer experience, consumer support, or e-commerce product management
• Background in AI-driven support automation, agentic workflows, intelligent routing, and personalized self-service experiences
• Experience with modular platform design and shared services architecture within CRM and support ecosystems
• Familiarity with contact center operations, workforce management, and quality assurance processes
• Excellent communication and influence skills, including engagement with C-level executives and care operations leaders
• Resilience and persistence in navigating ambiguity, overcoming obstacles, and driving progress in complex, fast-paced e-commerce environments
• Exceptional leadership and critical thinking skills with strong eye for business and consumer empathy

Location & Work Flexibility

This role is based at our Silicon Valley Hub. We offer a flexible hybrid work model, with three days onsite and two days working remotely each week, supporting both collaboration and work‑life balance.