Remote Manager, Client Engagement — HealthTech Operations Lead

PHIL; South Carolina; Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Full benefits (medical, dental, vision

Remote-friendly environment

Job summary

PHIL is hiring a Manager, Client Engagement to lead a team that handles manufacturer client escalations and drives cross-functional resolutions. You will coach, set ownership, and optimize ticket resolution with AI and human agents.

You will partner with Client Success, Operational Excellence, and Product to ensure quality outcomes. This remote role emphasizes field-ready processes and data-driven improvements.

Qualifications

• Led or managed support escalations and cross-functional collaborations.
• Experience in hub, health-tech, or patient services programs is a plus.
• Proven ability to improve SLA, resolution rate, and customer satisfaction.

Responsibilities

• Hire, onboard, and develop a Client Engagement team.
• Own escalation handling and drive cross-functional resolution with Product and Operations.
• Manage ticket response times, accuracy, and knowledge center quality.
• Coordinate onboarding for new programs and field education for sales teams.

Skills

Leadership

Escalation management

Healthcare knowledge

Data-driven decision making

Zendesk

Jira

AI/Automation in support

Customer service excellence

KPIs & SLAs

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is hiring a Manager, Client Engagement to lead a team that handles manufacturer client escalations and drives cross-functional resolutions. You will coach, set ownership, and optimize ticket resolution with AI and human agents.

You will partner with Client Success, Operational Excellence, and Product to ensure quality outcomes. This remote role emphasizes field-ready processes and data-driven improvements.