Manager-Technology Implementation Specialist – Global Medical Information Contact Centers

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. 

Purpose

The Technology Implementation Specialist serves as a key business-technical resource and implementation lead for affiliate medical information contact centers globally, driving the successful deployment of digital technologies that transform customer experience and operational efficiency. This role bridges business strategy and technical execution, translating global technology initiatives into locally relevant solutions that deliver measurable business value. The specialist partners with affiliate leadership to understand business objectives, designs implementation approaches that align with organizational priorities, and ensures technology adoption drives improved customer satisfaction, operational effectiveness, and regulatory compliance across multiple affiliate teams.

Medical Information

Medical Information combines scientific knowledge and communication expertise to deliver relevant medical content that is meaningful to customers, enables informed treatment decisions, and advances the quality and transparency of Lilly research. Medical Information serves as an essential link between Lilly's products and our customers (healthcare professionals or patients) via traditional channels (phone/email) and increasingly, virtually via websites. As the global call center transforms through digital innovation, evolving service models, and expanded virtual engagement, contact center technologies play a critical role in enabling efficient, compliant, and high-quality customer interactions at scale.

Primary Responsibilities

This position requires strong business acumen combined with technical expertise to drive successful technology implementations that deliver strategic value. The specialist leads change management initiatives, builds stakeholder relationships, manages implementation budgets and timelines, and ensures technology investments achieve intended business outcomes across multiple affiliate teams.

Implementation Leadership and Business Value Delivery

• Lead technology implementation projects that drive measurable improvements in customer experience, operational efficiency, and cost effectiveness across multiple affiliate contact centers
• Partner with affiliate business leadership to understand strategic objectives and translate them into technology implementation roadmaps aligned with organizational priorities
• Define and track key performance indicators (KPIs) to measure implementation success including customer satisfaction scores, response time improvements, call deflection rates, and operational cost savings
• Conduct business case assessments and cost-benefit analyses to support implementation decision-making and prioritization
• Make informed decisions on deployment strategies, rollout approaches, and resource allocation based on business impact and risk analysis

Stakeholder Management and Change Leadership

• Build and maintain strong relationships with affiliate business leaders, contact center managers, and operational teams to ensure alignment and buy-in throughout implementation lifecycle
• Lead change management activities including stakeholder communication, organizational readiness assessments, and adoption planning
• Influence business and operational decisions by presenting data-driven recommendations that balance business needs, user experience, and technical feasibility
• Navigate organizational dynamics and build consensus across diverse stakeholder groups with competing priorities
• Establish credibility as a trusted business advisor who understands both technology capabilities and business operations
• Manage stakeholder expectations regarding implementation scope, timelines, and business outcomes

Business Process Optimization and Problem Solving

• Analyze current-state business processes and identify opportunities where technology can improve operational efficiency and customer experience
• Anticipate and resolve complex business and operational challenges that arise during implementations across multiple affiliate teams
• Develop standardized implementation approaches and best practices