Director, Client Engagement (Remote HealthTech)

PHIL; Beaverton (OR); A distancia; USD 110.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote work in multiple states

Competitive compensation

Full benefits: medical, dental, vision

401(k) contribution

Paid parental leave

Descripción de la vacante

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients’ field sales teams and drives cross-functional resolutions. This is a people leadership and operations improvement role focusing on preventing escalations as AI handles more responses.

You’ll report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product.

Formación

• 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.

Responsabilidades

• Hire, onboard, and develop a team of Client Engagement professionals.
• Run regular 1:1s, coach to clear goals, and manage performance.
• Set clear ownership across ticket resolution, root cause analysis, and client-level follow-through so each person knows what they own and when to hand off.
• Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for both the team and AI agents.
• Run QA on human and AI responses for accuracy and compliance with each client's program rules.
• Own the Knowledge Center and the content, decision rules, and escalation guidance that support human and AI responses.
• Partner with Operational Excellence and Engineering to implement AI triage and automation, and recommend expanded AI use based on agreed quality, compliance, and escalation criteria.
• Turn recurring escalations into actionable improvements. Ensure the team identifies root causes, assigns accountable owners, and drives cross-functional follow-through, whether the outcome is a PHIL process or product fix, a recommended change to client business rules, or clear communication to the client.
• Work with Client Success and Operational Excellence so the field rep escalation process is ready for every new program launch, and support field sales training on the program dashboard and field rep portal.

Conocimientos

Team leadership

Data-driven decisions

Healthcare knowledge

Educación

Bachelor's degree or equivalent experience

Herramientas

Zendesk

Jira

Descripción del empleo

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients’ field sales teams and drives cross-functional resolutions. This is a people leadership and operations improvement role focusing on preventing escalations as AI handles more responses.

You’ll report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product.