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.
Position Brand Description:
The Global Product Complaints Quality Assurance Steward interprets and analyzes customer information—such as product complaints and technical inquiries—to drive product and process improvements. The role also develops, maintains, and provides global technical information on all Lilly products to internal and external customers.
Key Objectives/Deliverables:
Analyze and transform complaint and customer data into actionable insights; prepare periodic summary reports.
Build strong relationships with global business partners and influence implementation of improvement opportunities (e.g., formalize feedback loops).
Deliver technical information and guidance to partners (R&D, regulatory, manufacturing, brand teams) to support product launches, line extensions, labeling changes, and process improvements.
Respond to technical inquiries and maintain global technical documents, including response templates, CPQA procedures, resource documents, and Common Quality Practices (CQPs).
Develop and deliver global training on product technical information for internal and external stakeholders.
Identify, recommend, and implement departmental process improvements.
Minimum Requirements:
• Bachelor's Degree - Preferred degree in pharmacy, nursing, chemistry, biology, or engineering
• Preferred experience in Quality complaints
Additional Preferences:
Proficient in data analytics and reporting, including Power BI dashboards; skilled at interpreting complex data into actionable insights.
Three years of experience in quality or medical fields with strong knowledge of cGMP regulations and quality systems.
Expertise in technical writing, procedure development, training material creation, and presentation delivery.
In-depth understanding of Lilly products and their role in disease management.
Strong attention to detail, self-motivated, effective project management, and excellent teamwork/interpersonal skills.
Demonstrated ability in critical thinking, problem-solving, influencing outcomes, and mentoring others.
Healthcare professional background (e.g., pharmacy or nursing degree).
Three years of product complaint quality system experience with knowledge of integration across affiliate, manufacturing, and quality systems.
Familiarity with product development and experience with parenteral products, dry products, or device assembly.
Other Information:
• 0-10% travel may be required including, but not limited to, travel associated with external conferences and global affiliate support. The majority of these activities will be associated with planned travel rather than emergency/unplanned travel.
• The position does not require shift work. This role will work primarily in an office environment. The job also requires that the successful candidate be mobile and able to frequently commute between office environments in multiple/separate buildings.
• The job responsibilities of this position support the technical ladder process. The candidate will enter this position at the same pay grade level as he/she currently holds.
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 Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.
Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is
$115,500 - $184,800Full-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.
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