Remote Manager, Client Engagement & AI-Driven Improvements

PHIL; Phoenix (AZ); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote work in eligible U.S. - 1

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 that handles escalations from manufacturer field sales teams and drive cross-functional resolution. You will shift the function from reactive ticketing to proactive prevention, guiding that transition as AI takes on more triage work.

You will report to the VP, HCP Engagement and lead Client Engagement professionals, partnering with Client Success, Operational Excellence, Strategic Operations, and Product to improve service quality and

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; conduct 1:1s and coaching; set ownership for ticket resolution and follow-through.
• Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction; QA human and AI responses for accuracy and compliance.
• Own Knowledge Center content, decision rules, and escalation guidance; partner with Engineering to implement AI triage and automation.
• Turn recurring escalations into actionable improvements; drive cross-functional follow-through to implement PHIL process or product fixes or changes to client rules.
• Collaborate on launch readiness and field education to ensure escalation processes are ready for new programs; support field sales training.

Skills

Client support

Escalation management

Healthcare or health-tech

KPIs (SLA)

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer field sales teams and drive cross-functional resolution. You will shift the function from reactive ticketing to proactive prevention, guiding that transition as AI takes on more triage work.

You will report to the VP, HCP Engagement and lead Client Engagement professionals, partnering with Client Success, Operational Excellence, Strategic Operations, and Product to improve service quality and