Manager – Technology Implementation Specialist, Global Medical Information

Eli Lilly and Company

Technology Implementation Specialist leading implementation of digital technologies for global medical information contact centers. Focusing on improving customer experience and operational efficiency through strategic technology deployment.

Posted 6/3/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $58,500 - $150,700 per yearWebsite

About the role

Key responsibilities & impact

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.
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.
Build and maintain strong relationships with affiliate business leaders, contact center managers, and operational teams to ensure alignment and buy-in throughout implementation lifecycle.
Analyze current-state business processes and identify opportunities where technology can improve operational efficiency and customer experience.
Partner with affiliate leadership to understand local business context, customer demographics, operational challenges, and strategic priorities.

Requirements

What you’ll need

Bachelors
Minimum 2 years' experience in Contact Center or AI Technology
Qualified applicants must be authorized to work in the United States on a full-time basis.
Strong business acumen with understanding of contact center operations and customer experience metrics.
Experience with change management, stakeholder engagement, and organizational adoption strategies
Knowledge of contact center technologies (voicebot, chatbot, IVR, CRM systems)
sufficient to guide business discussions and implementation decisions
Strong analytical skills to translate business requirements into implementation requirements
Proven ability to lead change initiatives and drive organizational adoption of new technologies.
Customer-centric mindset with focus on delivering solutions that improve end-user experience.
Experience working across cultures and time zones in a global organization.
Understanding of pharmaceutical business operations and regulatory environment.

Benefits

Comp & perks

eligibility to participate in a company-sponsored 401(k)
pension
vacation benefits
eligibility for medical, dental, vision and prescription drug benefits
flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts)
life insurance and death benefits
certain time off and leave of absence benefits
well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

change managementstakeholder engagementorganizational adoption strategiesbusiness case assessmentscost-benefit analyseskey performance indicators (KPIs)contact center operationscustomer experience metricsanalytical skillsimplementation requirements

Soft Skills

strong business acumencustomer-centric mindsetrelationship buildingleadershipcross-cultural communicationorganizational alignmentproblem-solvingstrategic thinkingcollaborationadaptability

Certifications

Bachelor's degree