Remote Healthtech Client Engagement Manager

PHIL; Oklahoma; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Fully remote work in eligible US: AZ, 

Competitive compensation (commensurate

Full benefits (medical, dental, vision

401(k) contribution opportunity

Paid Parental Leave

Job summary

PHIL is hiring a Manager, Client Engagement to lead the team that handles escalations from our manufacturer clients and drives cross-functional resolution of the issues behind them. This is a people leadership and operations improvement role, not a ticket queue role.

As AI expands, Client Engagement shifts from resolving escalations to preventing them, and you’ll lead that shift. You’ll report to the VP, HCP Engagement and lead a team of Client Engagement professionals.

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

• Team leadership: Hire, onboard, and develop a team of Client Engagement professionals. Run regular 1:1s, coach to clear goals, and manage performance.
• Ticket performance, human and AI: 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.
• Knowledge and AI content: 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.
• Escalations into fixes: 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.

Skills

Leadership

Data-driven decision making

Customer focus

Cross-functional collaboration

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is hiring a Manager, Client Engagement to lead the team that handles escalations from our manufacturer clients and drives cross-functional resolution of the issues behind them. This is a people leadership and operations improvement role, not a ticket queue role.

As AI expands, Client Engagement shifts from resolving escalations to preventing them, and you’ll lead that shift. You’ll report to the VP, HCP Engagement and lead a team of Client Engagement professionals.