Associate - Consumer Services Hub - Training

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.

Position Overview

The Manager/Sr. Associate/ Associate, CSH Training role, plays a critical role in enabling fast and frictionless start and stay experiences for patients by developing, managing, and delivering training that supports internal peers, agents, reimbursement teams, vendor partners, and cross-functional collaborators. This role combines training administration, content management, communication support, and vendor/agent training coordination across CSH.

Responsibilities

• Training Management: Lead facilitation of onboarding, foundational training, and new‑launch readiness for contact center vendors using both direct‑to‑agent and train‑the‑trainer models.
• Learning & Development: Collaborate to design, deliver, and manage learning and development programs for the CSH organization, including focused training solutions for contact centers.
• Communications: Develop and distribute clear, compliant internal CSH communications and partner with Business Operations to maintain communication channels and content repositories (e.g., SharePoint, Lilly Learning Lab) that support alignment, awareness, and engagement across CSH.
• Training Operations: Partner to maintain CSH training roadmap & calendar to ensure on-time delivery of training materials & successful training execution.
• Project Leadership: Lead and manage high‑impact organizational projects across CSH, ensuring effective planning, execution, and delivery of key initiatives.

Building Relationships and Team Expectations

• Collaboration skills, communication skills, and execution excellence are all critical skills expected of someone in this position.
• Fostering an all-embracing, safe-to-speak culture and working environment consistent with Team Lilly expectations, the Lilly Values, CSH principles and applicable requirements as outlined by Quality, Legal, Ethics and Compliance, and Privacy
• Build strong, unquestioning relationships with peers in the Lilly matrix and vendor partners, specifically key business partners in CSH Business Controls, Content Management, Contact Centers, Customer Experience, Digital Solutions, Platform Solutions, Data Enablement, Lilly Marketing Institute, Learning and Development, CIQ, Ethics and Compliance and other functions critical to program and organizational success.
• Operate in a state of continuous compliance while meeting key business objectives. Provide feedback to peers and leaders to help meet individual and team performance goals.

Basic Requirements

• Bachelor’s degree
• 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.

Additional preferences

• Demonstrated experience supporting training, onboarding, communications, vendor management, or operations in a highly regulated environment
• Two+ industry experience, especially designing or delivering customer contact center training communications and support
• Experience developing and delivering online and in-person business training, applying adult learning principles for ongoing learning and development
• Ability to utilize technology and develop communication to enhance learning experiences through digital platforms and interactive sessions, while continuously improving content based on feedback and changing business needs
• Proactive and self-starter, comfortable navigating ambiguity to effectively resolve problems and identify solutions
• Collaborative in nature, connecting across a highly matrixed organization with agility and respect for people
• Comfort working with SOPs, regulated content, and compliance driven documentation

Additional information:

• Position based in Indianapolis, hybrid/remote potential
• Travel: less than 10%

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities