Client Engagement Leader — AI & Operations

PHIL; Colorado Springs (CO); Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Fully remote in multiple states

Competitive compensation

Full benefits

401(k) contribution

Paid Parental Leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients’ field sales teams and drive cross-functional resolution. This role shifts from ticketing to prevention, with a focus on quality and scalable processes.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to improve response times, SLA adherence, and knowledge content, while coaching and developing staff.

Qualifications

• Led support or escalation teams in a hub, specialty pharmacy, patient services program, or health-tech
• Knowledge of prescription access and impact of delays on manufacturer sales teams
• Owns support KPIs (SLA, resolution rate, customer satisfaction) and drives process, staffing, and quality improvements
• Drives cross-functional resolution with Product, Operations, and client-facing teams

Responsibilities

• Lead a team of Client Engagement professionals; hire, onboard, and develop; set goals and ownership
• Own response time, SLA, first-pass resolution, reopen rate, and QA for human and AI responses
• Own Knowledge Center and escalation rules; partner with Operational Excellence and Engineering to implement AI triage
• Turn recurring escalations into actionable improvements with cross-functional follow-through
• Coordinate launch readiness and field education with Client Success and Operations

Skills

Client support

Escalation management

Support operations

People management

KPIs ownership

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients’ field sales teams and drive cross-functional resolution. This role shifts from ticketing to prevention, with a focus on quality and scalable processes.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to improve response times, SLA adherence, and knowledge content, while coaching and developing staff.