Remote Head of Client Engagement & AI Operations

PHIL; Virginia Beach (VA); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote work across states

Competitive compensation

Full benefits (medical, dental, vision

401(k) contribution

Paid Parental Leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations for manufacturer clients’ field sales teams. The role focuses on people leadership, and shifting toward prevention of escalations as AI triage expands.

You will partner with Client Success and Operational Excellence to improve program outcomes and field education. You will guide performance metrics, build scalable processes, and drive cross-functional collaboration with Product and Engineering to optimize client

Qualifications

• Led support or escalation teams in healthcare, health-tech, or similar.
• Knowledge of prescription access workflows and field-sales impacts.
• Experience driving KPI improvements via process, staffing, and quality changes.

Responsibilities

• Lead and develop a team of Client Engagement professionals; set goals and coach performance.
• Own response time, SLA, first-pass resolution, reopen rate, and agent satisfaction.
• Manage QA on human and AI responses for accuracy and compliance.
• Own Knowledge Center content and escalation guidance; partner to implement AI triage.
• Turn recurring escalations into actionable improvements and cross-functional follow-through.

Skills

Team leadership

Support operations

KPIs ownership

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations for manufacturer clients’ field sales teams. The role focuses on people leadership, and shifting toward prevention of escalations as AI triage expands.

You will partner with Client Success and Operational Excellence to improve program outcomes and field education. You will guide performance metrics, build scalable processes, and drive cross-functional collaboration with Product and Engineering to optimize client