Client Engagement Manager, AI-Driven Ops

PHIL; Athens (GA); Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Fully remote work in listed states (AZ

Competitive compensation

Full benefits (medical, dental, vision

401(k) contribution opportunity

Paid Parental Leave

Job summary

PHIL is hiring a Manager, Client Engagement to lead a team handling escalations from manufacturer clients and drive cross-functional resolution. This role focuses on preventing issues as AI scales triage and resolution.

You will partner with Client Success, Operational Excellence, and Product to ensure high-quality client outcomes and continuous process improvements across the program dashboard and field portal. Remote in the U.S.

Qualifications

• Bachelor's degree or equivalent experience required.
• Experience in client support, escalation management, or support operations, including managing people, ideally in healthcare or health-tech.
• You've owned support KPIs (SLA, resolution rate, customer satisfaction) and moved them through changes to process, staffing, and quality.
• You've driven cross-functional resolution of recurring issues with Product, Operations, and client-facing teams.

Responsibilities

• Team leadership: Hire, onboard, and develop a team of Client Engagement professionals. Run regular 1:1s, coach to clear goals, and manage performance.
• Ticket performance, human and AI: Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for both the team and AI agents. Run QA on human and AI responses for accuracy and compliance with each client's program rules.
• Knowledge and AI content: Own the Knowledge Center and the content, decision rules, and escalation guidance that support human and AI responses.
• Escalations into fixes: Turn recurring escalations into actionable improvements. Ensure the team identifies root causes, assigns accountable owners, and drives cross-functional follow-through.
• Launch readiness and field education: Work with Client Success and Operational Excellence so the field rep escalation process is ready for every new program launch, and support field sales training on the program dashboard and field rep portal.

Skills

Escalation management

Cross-functional collaboration

Data-driven decision making

Healthcare/Health-tech knowledge

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is hiring a Manager, Client Engagement to lead a team handling escalations from manufacturer clients and drive cross-functional resolution. This role focuses on preventing issues as AI scales triage and resolution.

You will partner with Client Success, Operational Excellence, and Product to ensure high-quality client outcomes and continuous process improvements across the program dashboard and field portal. Remote in the U.S.