Remote Manager, Client Engagement & AI Quality

PHIL; Sioux Center (IA); Remote; USD 120.000 - 160.000; Vollzeit

Benefits dieser Stelle

Competitive compensation (commensurate

Full benefits (medical, dental, vision

401(k) contribution

Paid Parental Leave

Zusammenfassung

PHIL is a healthtech company hiring a Manager, Client Engagement to lead a team handling manufacturer client escalations and drive cross-functional resolutions. You will focus on moving from reactive ticketing to proactive prevention, reporting to the VP, HCP Engagement.

You will collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to ensure high-quality follow-through and client satisfaction.

Qualifikationen

• Strong leadership experience in support or escalation teams.
• Experience owning support KPIs (SLA, resolution rate, CSAT).
• Proven ability to drive cross-functional resolution with Product/Operations.
• Experience in healthcare or health-tech environments is preferred.

Aufgaben

• Lead a team of Client Engagement professionals and manage escalations.
• Oversee ticket response times, SLA adherence, and AI/human QA for accuracy and compliance.
• Own Knowledge Center and escalation guidance; partner to implement AI triage and automation.
• Turn recurring escalations into actionable improvements with cross-functional teams.
• Coordinate launch readiness and field education for new programs.

Kenntnisse

Leadership

KPIs

Cross-functional collaboration

Healthcare/health-tech knowledge

Ausbildung

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

Jobbeschreibung

PHIL is a healthtech company hiring a Manager, Client Engagement to lead a team handling manufacturer client escalations and drive cross-functional resolutions. You will focus on moving from reactive ticketing to proactive prevention, reporting to the VP, HCP Engagement.

You will collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to ensure high-quality follow-through and client satisfaction.