Director, Client Engagement & AI Enablement

PHIL; Central City (CO); Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Full benefits (medical, dental, vision

Job summary

PHIL is hiring a Manager, Client Engagement to lead a team handling escalations from manufacturer clients’ field sales teams and drive cross-functional resolution. You will focus on preventing escalations, shaping knowledge content, and partnering with operations and engineering to implement AI triage.

You’ll own the knowledge center, establish process ownership, and guide performance improvements across SLA, resolution rate, and customer satisfaction while supporting program launches.

Qualifications

• Led support or escalation teams in hub, specialty pharmacy, patient services or health-tech.
• Experience in client support, escalation management, or support operations with people management.
• You've owned support KPIs (SLA, resolution rate, CSAT) and improved them.
• You've driven cross-functional resolution with Product, Ops and client teams.
• You value customer experience, especially under field rep pressure, with knowledge base usage.
• Knowledge of pharmacy access benefits verification, prior auth, claim rejections, copay support

Responsibilities

• Lead a team of Client Engagement professionals; hire, onboard, and develop.
• Own escalation process from field sales teams and drive root-cause analysis.
• Set ownership and hand-off processes; improve response time and quality.
• Manage ticket performance, including SLA, first-pass resolution, and satisfaction.
• Collaborate with Client Success, Operational Excellence, and Product on AI triage.

Skills

Escalation management

People leadership

Data-driven decision making

Client support

CRM/Support tools

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’ field sales teams and drive cross-functional resolution. You will focus on preventing escalations, shaping knowledge content, and partnering with operations and engineering to implement AI triage.

You’ll own the knowledge center, establish process ownership, and guide performance improvements across SLA, resolution rate, and customer satisfaction while supporting program launches.