Manager-Technology Implementation Specialist

Responsibilities

• Lead technology implementation projects to improve customer experience and operational efficiency across global affiliate contact centers
• Partner with affiliate business leadership to translate strategic objectives into technical implementation roadmaps
• Define and track key performance indicators (KPIs) such as customer satisfaction, response times, and cost savings
• Drive change management initiatives, including stakeholder communication, organizational readiness, and user adoption planning
• Analyze business processes to identify opportunities for digital innovation and process optimization
• Design implementation solutions that balance global standardization with local market requirements
• Develop training programs and business-focused documentation to ensure high user engagement and technology adoption
• Ensure all implementations meet regulatory requirements, quality standards, and compliance obligations

Requirements

• Bachelor's degree
• Minimum 2 years of experience in Contact Center or AI Technology
• Authorization to work in the United States on a full-time basis

Preferred Qualifications

• Experience with contact center technologies such as voicebots, chatbots, IVR, or CRM systems
• Strong business acumen and understanding of customer experience metrics
• Proven experience in change management and stakeholder engagement
• Experience working within a multinational organization or the pharmaceutical/healthcare industry
• Ability to travel internationally (estimated 25-40%) to support on-site implementations

About the Company

Eli Lilly and Company is a global healthcare leader dedicated to discovering and bringing life-changing medicines to people around the world. Headquartered in Indianapolis, Indiana, Lilly unites caring with discovery to improve the understanding and management of disease and support communities through philanthropy and innovation.