Manager, Client Engagement

PHIL, Inc.; San Francisco (CA); Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

Fully remote in listed states

Competitive compensation

Full medical/dental/vision

401(k) plan

Paid parental leave

Job summary

PHIL Inc. is seeking a Manager of Client Engagement to lead a team handling manufacturer client escalations and drive cross-functional resolutions.

You will shift focus from reacting to preventing escalations, while collaborating with Client Success, Operational Excellence, and Product to raise service quality. You’ll report to the VP, HCP Engagement and guide a team that balances human and AI-supported responses, aiming for faster resolutions, higher satisfaction, and scalable improvements

Qualifications

• Our strongest candidates have led support or escalation teams in a hub, specialty pharmacy, patient services program, or health-tech company.
• They know how prescription access works and how one delayed order lands with a manufacturer's sales team.
• 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.

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

Client support

Escalation management

Healthcare knowledge

Cross-functional collaboration

KPI management

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

Fully remote (U.S.), in eligible states listed under Benefits

Company Overview

Founded in 2015, PHIL is a Series D healthtech growth-stage startup that is building a platform that interfaces between doctors, pharmacies, and patients to streamline the process of patients receiving prescription medication. This is a traditionally complex, archaic industry, and we've set out to change that through our digitally-enabled direct-to-patient hub and fulfillment platform. PHIL uniquely combines a digitally-enabled hub and pharmacy model to help patients access medication more quickly, affordably, and consistently over their treatment journey.

PHIL's B2B2C platform provides an end-to-end prescription management and delivery service for pharma manufacturers. Our robust platform connects patients, prescribers, pharmacies, and manufacturers, enabling easy and affordable access to medicine. Through PHIL's digital stakeholder experiences, patient access services, market access solutions, and distribution models, pharma manufacturers can deliver affordable and timely therapy access to patients, resulting in more patients staying on their treatment plans longer. Consequently, pharma manufacturers are enabled for more innovation and more patients are able to access the therapy they need.

The team at PHIL is a group of like-minded individuals from varying backgrounds, passionate about creating a new and innovative healthcare platform that is focused on patient experience and overall human wellbeing. Patients love our platform, as evidenced by our top Trustpilot rating (https://www.trustpilot.com/review/phil.us), and pharma manufacturers increasingly put their trust in PHIL to optimize their brands' commercialization strategy. Ready to join our team of mission-driven, analytical, and passionate people? Keep reading!

Position Overview

We're hiring a Manager, Client Engagement to lead the team that handles escalations from our manufacturer clients' field sales teams and drives cross-functional resolution of the issues behind them. This is a people leadership and operations improvement role, not a ticket queue role. As AI takes on more ticket answers and triage, Client Engagement is shifting from resolving escalations to preventing them, and you'll lead that shift.

You’ll report to the VP, HCP Engagement and lead a team of Client Engagement professionals. You’ll work closely with Client Success, Operational Excellence, Strategic Operations, and Product. Client Success owns each client relationship; you own the operational quality and follow-through behind it.

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.

Qualifications

Our strongest candidates have led support or escalation teams in a hub, specialty pharmacy, patient services program, or health-tech company. They know how prescription access works and how one delayed order lands with a manufacturer's sales team.

• 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

What Makes An Outstanding Candidate

• You put the customer experience first: you know what great service feels like for a field rep under pressure, and you've used quality reviews and a strong knowledge base to deliver it consistently
• Working knowledge of pharmacy access: benefits verification, prior authorization, claim rejections, and copay support
• You lead with data and clarity: you separate one-off issues from systemic ones and make sure every issue has an owner

Nice to have (we will teach the rest)

• Hands-on experience with Zendesk
• Experience with AI agents or automation in a support organization
• Hands-on experience with Jira, and comfort with BI dashboards
• Experience supporting pharmaceutical field sales teams or manufacturer-sponsored programs

Why PHIL

At PHIL, we’re tackling one of healthcare’s most persistent challenges: helping patients access the medications they need without unnecessary delays, complexity, and financial barriers.

As a growing Series D healthcare technology company, we’re building solutions that connect patients, prescribers, pharmacies, and pharmaceutical manufacturers to improve the prescription experience.

This is an opportunity to make a meaningful impact at a pivotal stage of our growth, helping shape solutions that improve patient access and support PHIL’s continued expansion.

Benefits

• Fully remote working environment available in the following states: AZ, CA, CO, FL, GA, IA, ID, IL, IN, KY, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV
• Competitive compensation (commensurate with experience)
• Full benefits (medical, dental, vision)
• 401(k) contribution opportunity
• Paid Parental Leave

PHIL Inc. is an equal-opportunity employer. We welcome applicants of all backgrounds and don't discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.

Compensation Range: $80K - $120K