Director, Client Engagement & Escalations (Remote)

PHIL; Williamstown (NJ); Remote; USD 120,000 - 160,000; 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 that handles escalations from manufacturer field sales teams and drive cross-functional resolutions. This role emphasizes people leadership and operational improvement, moving beyond ticket queues.

You'll oversee 1:1 coaching, set clear ownership, manage performance, and partner with Client Success, Operational Excellence, and Engineering to implement AI triage and scalable processes; remote-friendly and impact-driven.

Qualifications

• Bachelor’s degree or equivalent experience.
• Experience leading support/escalation teams in healthtech.
• Proven KPI ownership (SLA, CSAT).
• Ability to drive cross-functional resolutions with Product and Operations.
• Strong customer experience orientation.
• Familiarity with pharmacy access processes.
• Experience with AI agents or automation in support.
• Hands-on with Zendesk and Jira.

Responsibilities

• Lead and develop the Client Engagement team.
• Own escalations from manufacturer field teams and drive resolution.
• Shift from ticket triage to proactive prevention.
• Collaborate with Client Success, Ops, Product, and Engineering.
• Own KPI performance: response time, first-pass resolution, satisfaction.
• Provide field education for new programs.

Skills

Leadership

Escalation Mgmt

Healthtech

SLA Management

Cross-functional

Customer focus

Data-driven

Field sales

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 that handles escalations from manufacturer field sales teams and drive cross-functional resolutions. This role emphasizes people leadership and operational improvement, moving beyond ticket queues.

You'll oversee 1:1 coaching, set clear ownership, manage performance, and partner with Client Success, Operational Excellence, and Engineering to implement AI triage and scalable processes; remote-friendly and impact-driven.