Skills
Software Product Management
Customer Support Experience
Cross-functional Collaboration
About the Role
LillyDirect is building an industry-first direct-to-patient e-commerce experience that improves access to care, helps reduce healthcare costs, and supports people managing chronic conditions. As we scale, we’re focused on delivering outstanding post-purchase experiences that put patients first.
In this Software Product Management role supporting customer support initiatives, you’ll help shape and improve the systems and product workflows that enable reliable, high-quality support for LillyDirect customers.
Responsibilities
- Own product outcomes for customer support experiences, translating customer needs into actionable product improvements
- Collaborate with engineering, operations, and support teams to define requirements, priorities, and release plans
- Drive continuous improvement using feedback, performance metrics, and root-cause insights
- Coordinate cross-functional work to ensure changes are delivered safely, accurately, and on time
- Partner with stakeholders to improve customer journey touchpoints across the post-purchase lifecycle
Requirements
- Experience in software product management or product ownership, ideally with customer-facing workflows
- Strong communication and stakeholder management skills across technical and non-technical groups
- Ability to interpret data and use it to guide prioritization and decision-making
- Comfort working in a fast-moving environment where urgency and quality both matter
- Experience collaborating with engineering teams to deliver product changes
Benefits
- Purpose-driven work supporting patients and chronic disease communities
- Opportunity to help scale a direct-to-patient digital experience
- Collaborative, mission-focused culture
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