Director, Client Experience & Engagement (Remote)

PHIL

Texas

Remote

USD 110,000 - 150,000

Full time

4 days ago

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Benefits offered by this job

Fully remote work

Full benefits (medical, dental, vision

Job summary

PHIL is seeking a Manager, Client Engagement to lead the team handling escalations from manufacturer field sales teams and drive cross-functional resolutions. This fully remote role emphasizes preventing issues through AI and a strong knowledge base, with focus on patient and provider experiences.

The role requires hiring, onboarding, and developing staff, clear ownership, and KPI management while collaborating with Client Success, Operational Excellence, and Product on program launches and

Qualifications

Bachelor's degree or equivalent experience in a related field.
Experience leading escalation teams in healthcare or health-tech.
Proven track record owning KPIs like SLA and CSAT.
Hands-on Zendesk and Jira experience; data-driven mindset.

Responsibilities

Lead the Client Engagement team and own escalation resolution.
Drive cross-functional resolution with Product, Ops, and field teams.
Implement AI triage and automation with Operations to improve service quality.
Coach and develop staff; manage performance.

Skills

Team leadership

Escalation management

Healthcare/health-tech experience

Data-driven decision making

Knowledge of Zendesk

Jira

AI/automation in support

Customer experience focus

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

The role requires hiring, onboarding, and developing staff, clear ownership, and KPI management while collaborating with Client Success, Operational Excellence, and Product on program launches and

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