Enterprise Contact Center Leader

JOB DESCRIPTION

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.

Organization Overview :

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.

We are seeking a Digital Employee Contact Center Leader to drive the strategic direction and day-to-day operations of Lilly’s enterprise-wide Employee Contact Center , known internally as the Lilly Concierge. This individual will be accountable for leading a high-performing, multi-channel enterprise contact center that serves as the digital front door for employee support across chat, phone, email, and emerging digital channels.

You will be responsible for ensuring consistent, high-quality support experiences across the enterprise, driving operational excellence, and aligning with Lilly’s broader digital and employee experience strategies. The ideal candidate brings both strategic vision and operational rigor, with a passion for delivering exceptional internal customer service at scale.

Responsibilities :

• Lead and manage the enterprise Employee Digital Contact Center , including all delivery channels (chat, phone, email, chatbot) and partner / vendor operations.
• Define and drive strategy for delivering an integrated and seamless employee support experience across multiple functions, globally (e.g., IT, Finance, HR, Commercial)
• Establish and track KPIs to ensure high-quality service delivery, continuous improvement, and accountability.
• Provide operational leadership, including escalation management, capacity planning, and continuous improvement.
• Partner with cross-functional business and technology teams to identify emerging needs and deliver scalable contact center solutions.
• Oversee implementation and integration of new systems and enhancements within the contact center ecosystem.
• Ensure effective governance of third-party service providers and multi-tenant contact center environments.
• Promote a culture of service excellence, coaching and mentoring contact center leadership and support staff.

Basic Requirements :

Additional Skills / Preferences :

Additional Information :

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 (

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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