Remote Manager, Client Engagement — HealthTech Ops Leader

PHIL; Yuma (AZ); Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Fully remote in multiple US states

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 and drives cross-functional resolution. This is a people leadership and operations improvement role, not a ticket queue position.

As AI expands, Client Engagement shifts toward prevention, and you’ll guide that transition. You’ll report to the VP, HCP Engagement and partner with Client Success, Operational Excellence, Strategic Operations, and Product.

Qualifications

• Experience in client support, escalation management, or support operations, including managing people, ideally in healthcare or health-tech.
• Owned support KPIs (SLA, resolution rate, customer satisfaction) and moved them through changes to process, staffing, and quality.
• Driven cross-functional resolution of recurring issues with Product, Operations, and client-facing teams.
• Our strongest candidates have led support or escalation teams in a hub, specialty pharmacy, patient services program, or health-tech company.

Responsibilities

• Lead a team of Client Engagement professionals; hire, onboard, coach, and manage performance.
• Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for the team and AI.
• Own Knowledge Center content, rules, and escalation guidance; collaborate to implement AI triage and automation.
• Turn recurring escalations into actionable improvements with clear ownership and cross-functional follow-through.
• Coordinate launch readiness and field education for new programs; support field sales training on dashboards and portals.

Skills

People leadership

Analytical thinking

Cross-functional collaboration

KPIs & metrics

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer clients and drives cross-functional resolution. This is a people leadership and operations improvement role, not a ticket queue position.

As AI expands, Client Engagement shifts toward prevention, and you’ll guide that transition. You’ll report to the VP, HCP Engagement and partner with Client Success, Operational Excellence, Strategic Operations, and Product.