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Position: Sr. Director, LillyDirect Payment Operations (P5) – reports to AVP CSH & LillyDirect Business Operations. Location: Indianapolis, IN or remote. Full‑time.

Role Overview

The Sr. Director will lead the end‑to‑end payment operations function for LillyDirect, overseeing operational execution, building a dedicated team, and coordinating across Finance, Customer Care, Platform Experience, Tech@Lilly, Global Business Solutions, and external partners. The role evolves into a people‑leader, managing key functional partners as volume and complexity scale.

Key Responsibilities

• Own daily payment operations and manage dispute and chargeback processing, vendor oversight, and escalation response across LillyDirect payment flows.
• Support the daily payment reconciliation process.
• Act as the internal subject‑matter expert on the payment service provider—monitor performance, troubleshoot transactions, and flag anomalies.
• Coordinate with LillyDirect Finance and Global Business Solutions to ensure daily payout reconciliation and SAP accounting entries are generated, posted, and automated as much as possible.
• Handle complex customer escalations related to payments, refund issuances, and dispute resolution.
• Build the process layer by designing the target‑state payment operations operating model—roles, workflows, controls, and escalation paths—for the future dedicated team.
• Design, document, and maintain SOPs for all payment operations functions, focusing on systematization, templating, and automation.
• Implement audit‑ready controls and workflows that scale with volume growth.
• Continuously enhance the patient‑facing payment experience, including payment methods, checkout flows, and error resolution.
• Drive automation and innovation by identifying high‑volume operational tasks and leading efforts to automate them.
• Partner with Tech@Lilly and LillyDirect Platform Experience to embed automation into payment infrastructure where manual processes exist.
• Drive innovation and updates to payment methods as the platform evolves.
• Manage the PSP relationship—monitor SLAs, address issues, and ensure reliability.
• Serve as the primary point of contact for international affiliates onboarding new payment markets.
• Contribute operational and financial perspectives to ongoing payment tool optimization decisions.
• Collaborate with LillyDirect Finance to ensure accuracy of payment revenue, processing fees, and margin.
• Build and maintain dashboards and reporting to provide leadership with real‑time visibility into payment economics.
• Support monthly close, audit, and internal control requirements related to payment activity, ensuring accurate reflection of payment economics in financial results.
• Partner closely with customer care, finance, platform experience, and tech teams to ensure payment operations perspectives are represented in product and technology roadmaps.
• Support customer support teams by providing payments expertise that improves the patient experience.

People Leader Expectations

Model Lilly values and behaviors; coach and develop talent; set clear expectations, foster psychological safety, promote inclusion, and enable organizational agility.

Basic Requirements

• Bachelor’s degree.
• 7+ years of direct‑to‑consumer payments operations with hands‑on experience.
• Strong knowledge of payment flows: card processing, settlements, disputes, chargebacks, and reconciliation.
• Familiarity with enterprise payment service providers and payment orchestration platforms.
• Demonstrated experience building or significantly improving operations.
• Strong analytical skills and judgment.
• Clear communicator who can translate payment complexity for non‑specialist audiences.
• Ability to work independently in a fast‑paced, startup‑like environment within a large enterprise.
• Exposure to international payment flows and cross‑border expansion.
• Familiarity with SAP S/4HANA and/or Vertex for tax compliance.
• Experience with fraud prevention, underwriting, or risk monitoring.
• Familiarity with PCI‑DSS compliance requirements.
• Background working with or alongside Global Business Solutions or shared services teams.

Additional Skills & Preferences

• Experience building or significantly improving operations at scale.
• Proficiency in data analytics and dashboard creation.
• Strong project management and stakeholder engagement skills.
• Knowledge of regulatory requirements affecting payment processes.

Travel

10–25% travel, primarily to Indianapolis, IN.

Compensation & Benefits

Actual compensation will depend on education, experience, skills, and geographic location. Anticipated wage range: $154,500 – $226,600. Full‑time employees will also be eligible for a company bonus (depending on company and individual performance).

Lilly offers a comprehensive benefit program to eligible employees, including 401(k), pension, vacation benefits, medical, dental, vision, prescription drug benefits, flexible spending accounts, life and death insurance, time off and leave of absence, employee assistance program, fitness benefits, and employee clubs and activities.

Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs at its sole discretion.

Accommodation

If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form at https://careers.lilly.com/us/en/workplace-accommodation for further assistance.

EEO Statement

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.