Manager-Technology Implementation Specialist – Global Medical Information Contact Centers

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.PurposeThe 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 InformationMedical 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 ResponsibilitiesThis 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 DeliveryLead technology implementation projects that drive measurable improvements in customer experience, operational efficiency, and cost effectiveness across multiple affiliate contact centersPartner with affiliate business leadership to understand strategic objectives and translate them into technology implementation roadmaps aligned with organizational prioritiesDefine and track key performance indicators (KPIs) to measure implementation success including customer satisfaction scores, response time improvements, call deflection rates, and operational cost savingsConduct business case assessments and cost-benefit analyses to support implementation decision-making and prioritizationMake informed decisions on deployment strategies, rollout approaches, and resource allocation based on business impact and risk analysisStakeholder Management and Change LeadershipBuild and maintain strong relationships with affiliate business leaders, contact center managers, and operational teams to ensure alignment and buy-in throughout implementation lifecycleLead change management activities including stakeholder communication, organizational readiness assessments, and adoption planningInfluence business and operational decisions by presenting data-driven recommendations that balance business needs, user experience, and technical feasibilityNavigate organizational dynamics and build consensus across diverse stakeholder groups with competing prioritiesEstablish credibility as a trusted business advisor who understands both technology capabilities and business operationsManage stakeholder expectations regarding implementation scope, timelines, and business outcomesBusiness Process Optimization and Problem SolvingAnalyze current-state business processes and identify opportunities where technology can improve operational efficiency and customer experienceAnticipate and resolve complex business and operational challenges that arise during implementations across multiple affiliate teamsDevelop standardized implementation approaches and best practices that improve deployment speed and reduce business disruptionConduct post-implementation reviews to measure business outcomes, capture lessons learned, and identify continuous improvement opportunitiesAffiliate Business Partnership and Solution DesignPartner with affiliate leadership to understand local business context, customer demographics, operational challenges, and strategic prioritiesConduct business requirements gathering and gap analysis to identify affiliate-specific needs and constraintsDesign implementation solutions that balance global standardization with local business requirements and market conditionsCollaborate with affiliate teams to develop business-driven success criteria and adoption metricsTranslate complex technical concepts into business language for non-technical stakeholders and executivesGather affiliate business feedback to inform global product strategy and technology investment decisionsUser Adoption and Organizational EnablementDevelop and execute adoption strategies that drive user engagement and ensure technology investments deliver intended business valueDesign training programs focused on business benefits and operational workflows, not just technical functionalityCreate business-focused documentation that helps users understand how technology improves their daily work and customer interactionsProvide on-site support during critical go-live periods