Remote Client Engagement Manager (Ops & AI)

PHIL; Alton (IL); Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Fully remote environment

Competitive compensation

Full benefits

401(k) contribution

Paid Parental Leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead a high-impact team handling escalations from manufacturer clients’ field sales teams. The role shifts toward preventing escalations as AI and automation scale.

You will collaborate with Client Success, Operational Excellence, and Product to improve processes and outcomes. You will report to the VP, HCP Engagement and guide a team of Client Engagement professionals, owning operational quality and client follow-through across programs.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• 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 a team of Client Engagement professionals; hire, onboard, coach, and set ownership.
• Manage response time, SLA, first-pass resolution, reopen rate, and QA for human and AI responses.
• Own the Knowledge Center and escalation content; collaborate to implement AI triage and automation.
• Turn recurring escalations into actionable improvements with cross-functional follow-through.
• Ensure readiness for new program launches and field sales training on the program dashboard and field rep portal

Skills

Team leadership

Data-driven

Cross-functional collaboration

Customer experience focus

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is seeking a Manager, Client Engagement to lead a high-impact team handling escalations from manufacturer clients’ field sales teams. The role shifts toward preventing escalations as AI and automation scale.

You will collaborate with Client Success, Operational Excellence, and Product to improve processes and outcomes. You will report to the VP, HCP Engagement and guide a team of Client Engagement professionals, owning operational quality and client follow-through across programs.