Director, Client Engagement & Escalations

PHIL; Butlerville (IN); À distance; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Fully remote in multiple US states

Competitive compensation (commensurate

Full benefits (medical, dental, vision

401(k) contribution

Paid Parental Leave

Résumé du poste

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients’ field sales teams and drive cross-functional resolution. This is a people leadership and operations improvement role, not a ticket queue role.

As AI takes on more ticket answers and triage, Client Engagement will shift from resolving escalations to preventing them, and you’ll lead that shift. You’ll report to the VP, HCP Engagement and guide Client Success, Operational Excellence,

Qualifications

• Bachelor's degree or equivalent experience.
• 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.

Responsabilités

• Team leadership: Hire, onboard, develop a team of Client Engagement professionals; conduct 1:1s; set ownership for ticket resolution, root cause analysis, and client follow-through.
• Ticket performance, human and AI: Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction; run QA on human and AI responses.
• Knowledge and AI content: Own Knowledge Center, content, decision rules, and escalation guidance; partner with teams to implement AI triage.
• Escalations into fixes: Turn recurring escalations into actionable improvements; identify root causes, assign owners, drive cross-functional follow-through.
• Launch readiness and field education: Collaborate to ensure field escalation processes are ready for new programs and train field staff on dashboards and portals.

Connaissances

Team leadership

Escalation management

Cross-functional collaboration

Data-driven decisions

Process improvement

Formation

Bachelor's degree or equivalent experience

Outils

Zendesk

Jira

BI dashboards

Description du poste

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients’ field sales teams and drive cross-functional resolution. This is a people leadership and operations improvement role, not a ticket queue role.

As AI takes on more ticket answers and triage, Client Engagement will shift from resolving escalations to preventing them, and you’ll lead that shift. You’ll report to the VP, HCP Engagement and guide Client Success, Operational Excellence,