Director of Client Engagement & Operations - HealthTech

PHIL; Manchester (NH); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Fully remote

Competitive pay

Full 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' field sales teams and to drive cross-functional resolution. This is a people leadership and operations improvement role focused on preventing escalations as AI triage expands.

You'll guide hiring, onboarding, and development, collaborating with Client Success, Operational Excellence, and Product to ensure high-quality follow-through and customer satisfaction across 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 (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.

Responsibilities

• Team leadership: 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.
• Ticket performance, human and AI: 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.
• Knowledge and AI content: 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.
• Escalations into fixes: 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.
• Launch readiness and field education: 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.

Skills

Team leadership

Escalation management

Stakeholder management

Data-driven decisions

Customer experience

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' field sales teams and to drive cross-functional resolution. This is a people leadership and operations improvement role focused on preventing escalations as AI triage expands.

You'll guide hiring, onboarding, and development, collaborating with Client Success, Operational Excellence, and Product to ensure high-quality follow-through and customer satisfaction across programs.