Associate Director – Patient Assistance Program Technology Enablement

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.

Role Summary

This role will own Lilly's technical oversight of the Lilly Cares Patient Assistance Program (PAP) capabilities. This role bridges deep technical fluency in CRM, AI and data platforms with the ability to navigate complex, cross-functional and vendor environments, including regular engagement with senior leadership. The role serves as system custodian for the PAP platforms, leads the technology roadmap and the application of Lilly standards, and ensures excellence in all vendor technology implementations.

Key Responsibilities

Capability Technical Leadership

Serve as the primary technical authority for the integrated CRM, Digital Intake Analytics project, guiding architecture, integration and data decisions

Oversee each readiness gate, defining acceptance criteria with the business owner and recommending approval based on evidence

Maintain the capability backlog and partner with PAP business owners to prioritize new features.

Be accountable for the technical delivery of the AI capabilities being introduced: pharmacy generative AI for fax and prescription intake, AI-enabled volume forecasting, and real-time call analytics (Amazon Connect Contact Lens) aimed at late adverse event reporting

Evaluate the performance, accuracy and reliability of AI models, including vendor results from synthetic and real-data testing

Drive technical root-cause work on eligibility verification return rates and the related API workflows

Provide technical review of the patient and provider self-service site and of dual-site pharmacy delivery, including cross-site prescription reconciliation

Ensure solution architecture supports auditability, traceability and defensibility given the sensitivity of patient data and safety reporting

System Custodianship & Lilly Standards

Serve as the system custodian for the PAP platforms, accountable for their technical integrity, configuration and lifecycle management

Maintain all information on configuration items (CIs) in the CMDB, where required

Maintain accurate, current TPET and ServiceNow information for the PAP platforms

Lead the application of Lilly standards across the platforms, including data commerce, cybersecurity and single sign-on (SSO) protocols

Lead periodic access roster reviews, ensuring user access remains appropriate and is documented

Technology Roadmap & Innovation

Provide leadership for the PAP technology roadmap, aligning platform evolution with business priorities and enterprise technology direction

Lead integration with Tech@lilly innovations, identifying and adopting enterprise capabilities that strengthen the PAP platforms

Automation & Process Ownership

Identify opportunities to automate manual intake, keying, eligibility recheck and triage workflows

Define technical requirements for data migration, parallel validation and cutover,

Plan and oversee testing, including functional test cases, user acceptance testing of web enrollment and correspondence, defect triage and retesting of critical and high defects

Partner with Tech@lilly teams, Cybersecurity and Privacy to move the security and architecture packet through review without delaying the critical path

Monitor vendor service performance against contracted expectations

Vendor & Stakeholder Management

Act as the key technical liaison with the delivery vendors and drive alignment across their delivery teams

Maintain excellence in all vendor technology implementations by leading technical reviews, user acceptance testing (UAT) and integration planning

Work with PAP business owners, Hub and Pharmacy operations, Technology, Cybersecurity, Privacy, Legal, Compliance and the Enterprise AI Committee to align requirements and secure approvals

Translate complex technical concepts into clear, business-relevant language for non-technical audiences

Prepare and deliver presentations to senior leadership on delivery status, risks, roadmap and decisions needed

Build trust and consensus among stakeholders with different interests and levels of technical fluency

Governance & Compliance

Ensure the new platforms and AI tools adhere to Lilly supplier information security and privacy standards, HIPAA and enterprise AI governance requirements

Support audit readiness and documentation for validation, change control, access reviews, record retention and performance monitoring

Collaborate with Quality and Compliance so adverse event and product complaint reporting timelines are met on the new platforms

Basic Qualifications:

Bachelor's degree

5+ years of experience in enterprise system implementation, AI/ML solution delivery, or technical program leadership

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 or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1

Preferences:

Technical Expertise

Strong working knowledge of enterprise CRM, case management and analytics platform implementations, including migrations from legacy platforms

Understanding of data pipelines, data lakes, APIs, single sign-on, integration patterns and enterprise system architecture

Working knowledge of AI/ML applied to document and fax intake, forecasting and call analytics (NLP, classification models, LLMs)

Familiarity with model performance evaluation (precision, recall, false positive and negative rates) in high-stakes, regulated contexts

Experience with test strategy, user acceptance testing, data migration and cutover for regulated systems

Working knowledge of IT service management and system custodianship, including CMDB configuration item management, ServiceNow and TPET records, and access roster reviews

Familiarity with enterprise technology standards, including data commerce, cybersecurity and single sign-on (SSO) protocols

Experience building and leading a technology roadmap and integrating vendor solutions with enterprise innovation programs

Exposure to responsible AI principles, model risk management or AI governance frameworks is a plus

Communication & Stakeholder Management

Demonstrated ability to manage complex, multi-functional stakeholder and vendor relationships

Excellent verbal and written communication skills, with proven experience presenting to senior leadership and executives

Ability to translate technical detail into business impact and risk framing

Strong facilitation and negotiation skills to align diverse stakeholder priorities

Domain Knowledge (preferred, not required)

Familiarity with patient assistance programs, specialty pharmacy, patient support hubs or pharmacovigilance and adverse event reporting

Experience with Amazon Connect, Surescripts, Pega or Oracle platforms

Understanding of regulatory expectations for patient data and safety data systems in the pharmaceutical and life sciences industry

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form ( https://careers.lilly.com/us/en/workplace-accommodation ) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women’s Initiative for Leading at Lilly (WILL).

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

$129,000 - $189,200

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including 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; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

#WeAreLilly