Remote Client Engagement Manager – Healthtech

Phil, Inc.; San Francisco (CA); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Fully remote in eligible states

Competitive compensation

Full benefits (medical, dental, vision

401(k) contribution

Paid Parental Leave

Job summary

PHIL Inc. is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients and drive cross-functional resolution.

This is a people leadership and operations role focused on preventing escalations as AI grows. You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, and Product to improve quality, compliance, and client outcomes.

Qualifications

• Experience leading support or escalation teams in health-tech.
• Experience in client support, escalation management, or support operations.
• You've owned support KPIs and improved processes.
• You've driven cross-functional resolution with Product, Ops and client teams.

Responsibilities

• Team leadership: Hire, onboard, and develop a team; set ownership and goals.
• Ticket performance, human and AI: manage response times, SLA, and QA.
• Knowledge and AI content: own Knowledge Center and escalation guidance.
• Escalations into fixes: drive root causes and cross-functional follow-through.
• Launch readiness and field education: prepare field ops for new programs.

Skills

Escalation management

Team leadership

Cross-functional collaboration

KPIs tracking

Pharma/healthtech knowledge

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL Inc. is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients and drive cross-functional resolution.

This is a people leadership and operations role focused on preventing escalations as AI grows. You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, and Product to improve quality, compliance, and client outcomes.