Remote Client Engagement Manager: Escalations & AI Ops

PHIL; Heber (UT); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Fully remote working environment in US

Competitive compensation

Full benefits (medical, dental, vision

401(k) contribution opportunity

Paid Parental Leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients’ field sales teams. The role shifts toward preventing escalations as AI triage expands, reporting to the VP, HCP Engagement, and collaborating with Client Success, Operational Excellence, and Product.

You’ll own operational quality and follow-through, guiding a team of Professionals while shaping process improvements and program launches. Fully remote in eligible US states.

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 Client Engagement: hire, onboard, coach, and manage performance; set ownership for ticket resolution and follow-through.
• Own ticket performance, SLA, first-pass resolution, reopen rate, and QA for human and AI responses.
• Manage Knowledge Center and escalation guidance; collaborate with Engineering to implement AI triage and automation.
• Turn recurring escalations into actionable improvements with cross-functional teams.
• Ensure launch readiness and field education for new programs; support field sales training.

Skills

Client support

Escalation management

Support operations

People management

Data-driven decisions

Cross-functional collaboration

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 handling escalations from manufacturer clients’ field sales teams. The role shifts toward preventing escalations as AI triage expands, reporting to the VP, HCP Engagement, and collaborating with Client Success, Operational Excellence, and Product.

You’ll own operational quality and follow-through, guiding a team of Professionals while shaping process improvements and program launches. Fully remote in eligible US states.