Remote Manager, Client Engagement & HealthTech Ops

PHIL; Florida; Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Fully remote in eligible US states

Competitive compensation

Full benefits (medical, dental, vision

401(k) contribution

Paid Parental Leave

Job summary

PHIL is a remote-friendly healthtech company seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer field sales. This role emphasizes leadership and process improvement, moving toward prevention as AI triages more tasks.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to ensure high-quality client outcomes.

Qualifications

• Bachelor's degree or equivalent experience.
• Experience in client support, escalation management, or support operations, including managing people.
• 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 that support human and AI responses.
• Escalations into fixes: Turn recurring escalations into actionable improvements. Ensure the team identifies root causes and drives cross-functional follow-through.
• Launch readiness and field education: Work with Client Success and Operational Excellence so the field rep escalation process is ready for every new program launch.

Skills

Client support

Escalation management

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is a remote-friendly healthtech company seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer field sales. This role emphasizes leadership and process improvement, moving toward prevention as AI triages more tasks.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to ensure high-quality client outcomes.