Remote Manager, Client Engagement & AI Quality

PHIL; Illinois; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Fully remote working in eligible US de

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 clients’ field sales teams. The role focuses on preventing escalations through data-driven improvements and cross-functional collaboration with Client Success, Operational Excellence, Engineering, and Product.

You will own the operational quality and follow-through behind client relationships, report to the VP, HCP Engagement, and drive changes that improve program outcomes and customer

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.
• Knowledge and AI content: Own the Knowledge Center and the content, decision rules, and escalation guidance supporting human and AI responses.
• Escalations into fixes: Turn recurring escalations into actionable improvements with cross-functional follow-through.
• Launch readiness and field education: Ensure readiness for new program launches and field sales training.

Skills

Team leadership

Escalation management

Analytics

Cross-functional collaboration

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 manufacturer clients’ field sales teams. The role focuses on preventing escalations through data-driven improvements and cross-functional collaboration with Client Success, Operational Excellence, Engineering, and Product.

You will own the operational quality and follow-through behind client relationships, report to the VP, HCP Engagement, and drive changes that improve program outcomes and customer