Remote Manager, Client Engagement & AI-Driven Ops

PHIL; Charlotte (NC); Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation

Full benefits

401(k) contribution

Paid Parental Leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from our manufacturer clients and drive cross-functional resolution. This role focuses on leadership and operational improvement, not a ticket queue. You will guide the team, partner with Product, Operations, and Client Success, and shift toward preventing escalations as AI grows.

Remote work across eligible U.S. states. You will own performance metrics, build scalable processes, and mentor a high-performing

Qualifications

• Strong candidates have led support or escalation teams in a hub, specialty pharmacy, patient services program, or health-tech.
• They know how prescription access works and how one delayed order lands with a manufacturer's sales team.

Responsibilities

• Team leadership: Hire, onboard, and develop Client Engagement professionals; conduct 1:1s and manage performance.
• Ticket performance, human and AI: Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction.
• Knowledge and AI content: Own Knowledge Center and the content, decision rules, and escalation guidance; collaborate with Engineering to implement AI triage.
• Escalations into fixes: Identify root causes and drive cross-functional improvements, whether fixes, policy changes, or communications.
• Launch readiness and field education: Ensure the field escalation process is ready for new programs and support field sales training.

Skills

Client support

Escalation management

Healthcare knowledge

KPIs & metrics

Cross-functional teamwork

Education

Bachelor's degree

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from our manufacturer clients and drive cross-functional resolution. This role focuses on leadership and operational improvement, not a ticket queue. You will guide the team, partner with Product, Operations, and Client Success, and shift toward preventing escalations as AI grows.

Remote work across eligible U.S. states. You will own performance metrics, build scalable processes, and mentor a high-performing