Remote Healthtech Client Engagement Manager

PHIL; Iowa City (IA); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote in multiple states

Competitive compensation

Full benefits (medical, dental, vision

401(k) contribution

Paid Parental Leave

Job summary

PHIL Inc. in the United States is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients and drive cross-functional resolution. This role emphasizes people leadership and operations improvement as AI triage expands.

You will collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to prevent escalations and elevate service quality, guiding the team through data-driven improvements and program readiness.

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

• Hire, onboard, and develop a team of Client Engagement professionals and set clear ownership across ticket resolution, root cause analysis, and client-level follow-through.
• 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.
• 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.
• 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.

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL Inc. in the United States is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients and drive cross-functional resolution. This role emphasizes people leadership and operations improvement as AI triage expands.

You will collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to prevent escalations and elevate service quality, guiding the team through data-driven improvements and program readiness.