Director, Client Engagement & Escalations (Remote)

PHIL; Elm (PA); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote in eligible US states

Competitive compensation

Full medical/dental/vision benefits

401(k) contribution

Paid parental leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients and drives cross-functional resolution. This role shifts toward preventing escalations as AI aids triage, and focuses on operational quality and follow-through.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to optimize client programs.

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 and improved 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; QA on human and AI responses.
• Knowledge and AI content: Own the Knowledge Center and escalation guidance; partner with teams to implement AI triage and automation.
• Escalations into fixes: Translate recurring escalations into actionable improvements with cross-functional follow-through.
• Launch readiness: Prepare field escalation processes for new programs and support field sales training on dashboards.

Skills

Client engagement leadership

Escalation management

Data-driven

Cross-functional collaboration

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 that handles escalations from manufacturer clients and drives cross-functional resolution. This role shifts toward preventing escalations as AI aids triage, and focuses on operational quality and follow-through.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to optimize client programs.