Director, Client Engagement & Escalations - Remote

PHIL; West Virginia; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Full benefits (medical, dental, vision

Job summary

PHIL, a healthtech growth-stage company, is hiring a Manager, Client Engagement to lead the team that handles manufacturer client escalations and drives cross-functional resolution. This is a people leadership and operations improvement role, not a ticket queue.

You'll partner with Client Success, Operational Excellence, Strategic Operations and Product to own performance metrics, implement AI triage, and scale readiness for new programs. Fully remote across eligible states in the U.S.

Qualifications

• Led support or escalations teams in a hub, specialty pharmacy, patient services program, or health-tech.
• Experience in client support, escalation management, or support operations with people management.
• Owned support KPIs (SLA, resolution rate, CSAT) and improved through processes.
• Drove cross-functional resolutions with Product, Operations, and client-facing teams.
• Customer experience focused; used quality reviews and knowledge base to deliver consistently.
• Working knowledge of pharmacy access: benefits verification, prior authorization, claims, copay.

Responsibilities

• Lead the Client Engagement team handling escalations from manufacturer field sales teams and drive cross-functional resolution.
• Hire, onboard, and develop a team; run regular 1:1s; set goals and manage performance.
• Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for team and AI.
• Partner with Operational Excellence and Engineering to implement AI triage and automation.
• Launch readiness and field education; support field sales training on program dashboard and portal.

Skills

Team leadership

Customer focus

Data-driven

Cross-functional collaboration

Process improvement

SLA management

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

AI automation

Job description

PHIL, a healthtech growth-stage company, is hiring a Manager, Client Engagement to lead the team that handles manufacturer client escalations and drives cross-functional resolution. This is a people leadership and operations improvement role, not a ticket queue.

You'll partner with Client Success, Operational Excellence, Strategic Operations and Product to own performance metrics, implement AI triage, and scale readiness for new programs. Fully remote across eligible states in the U.S.