Head of Client Engagement & AI Support

PHIL; Arizona; Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Fully remote in listed states

Competitive compensation

Full benefits

401(k) contribution

Paid Parental Leave

Job summary

PHIL is hiring a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients’ field sales teams and drive cross-functional resolution. This role focuses on people leadership and operations improvement as AI triage expands.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, and Product to raise the bar on service quality and client outcomes.

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

• Lead the Client Engagement team, hire, onboard, and develop staff; set ownership for ticket resolution and outcomes.
• Own response times, SLAs, first-pass resolution, and QA for human and AI responses.
• Own Knowledge Center content, escalation guidance, and partner with teams to implement AI triage and automation.
• Turn recurring escalations into actionable improvements across processes, and drive cross-functional follow-through.
• Prepare field education on new programs and ensure readiness for launches and dashboard training.

Skills

Team leadership

Escalation management

Data-driven decisions

Cross-functional collaboration

Healthcare knowledge

Education

Bachelor's degree or equivalent

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is hiring a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients’ field sales teams and drive cross-functional resolution. This role focuses on people leadership and operations improvement as AI triage expands.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, and Product to raise the bar on service quality and client outcomes.