Associate Director - Capability Monitoring, Consumer Success

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us. 

Position Overview

This role sits within the Capability Monitoring function of the Consumer Services Hub (CSH) and is responsible for the hands-on, end-to-end investigation of service and experience issues surfaced across the CSH capabilities such as Customer Care, Reimbursement Services, Payment Services and Pharmacy Services. The Capability Monitor routinely monitors and tests the capability experiences to proactively identify possible gaps or issues and drive systemic fixes with service-line owners, vendors, and TA partners.  Experience Monitor digs into individual escalations and recurring signals, documents root cause, and produces the evidence base that the Capability Monitoring Leader (P5) uses to drive systemic fixes with service-line owners, vendors, and TA partners.

This position reports directly to the Capability Monitoring Leader (P5). This position's scope spans investigation work across all channels and all LUSA TAs and brands, rather than a single therapeutic area or brand. The nature of this business is agile, and the person in this role should expect priorities, partnerships, and capabilities to shift based upon business need. The proportion of the below responsibilities for this position will flex dynamically based on evolving business needs, but will include:

Responsibilities

• Conduct end-to-end monitoring of assigned service and experience issues across core Consumer Services Hub (CSH) capabilities tracing each from initial signal to root cause.
• Document findings, evidence, and root-cause analysis in a consistent, defensible format that can withstand scrutiny from service-line owners and senior leadership.
• Maintain independence and rigor in testing and investigation work, ensuring findings are not filtered or softened by service-line incentives.
• Triage and prioritize assigned escalations by severity, escalating urgent or systemic patterns to the Capability Monitoring Leader promptly.
• Serve as a front-line responder to incoming escalations, working directly with their assigned capability owners to drive individual cases to resolution.
• Monitor market-level and field-level concerns (e.g., HCP or patient complaints, field team feedback, social/media signals) to identify emerging issues before they escalate into broader patterns.
• Synthesize escalation and market-concern trends into clear, timely updates for the CSH Capability Monitoring Leader and relevant TA partners.
• Partner with capability onwers to validate issues, confirm remediation, and verify fixes prevent recurrence, while being mindful of added burden on smaller partners.
• Contribute to and help maintain service-level dashboards spanning their assigned capability ensuring data underlying investigations is accurate and current.
• Support intake and defect-log tooling, RACI, and governance mechanics for the Capability Monitoring function, flagging process gaps as the function scales.
• Extend investigation and monitoring coverage into additional capability areas as they come online (e.g., Payment Monitoring), applying the same evidence-based methodology.
• Identify recurring or systemic patterns across investigations and escalate them, with supporting evidence, to the Capability Monitoring Leader for prioritization.
• Represent investigation findings in relevant governance forums and with cross-functional partners.

Basic Qualifications

• Bachelor's Degree
• Minimum 3 years of experience in consumer services, customer experience, quality/service monitoring, escalation management, or equivalent industry experience
• 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 or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1

Preferences

• Human Factors or Human Behavior, Validation/testing, UX testing
• Bachelors Degree, preferably in Business, Marketing, Health Sciences, or related
• Experience conducting monitoring approaches or investigations and translating findings into clear, actionable documentation
• Working knowledge of customer care, reimbursement, payment operations or pharmacy operations preferred
• Demonstrated fluency using AI tools to accelerate analysis, synthesis, and workflow
• Ability to work independently in ambiguity while managing multiple concurrent assignments
• High attention to detail and comfort holding a rigorous, evidence-based standard

Additional Information

• Travel 5-10%
• Indianapolis

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women’s Initiative for Leading at Lilly (WILL).

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

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).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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