Remote Manager, Client Engagement & Operations

PHIL; Little Elm (TX); Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive compensation

Full benefits (medical, dental, vision

401(k) contribution opportunity

Paid Parental Leave

Job summary

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from manufacturer field sales teams and drive cross-functional resolution. This role focuses on people leadership and operational improvement as AI augments ticket handling.

You will collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to ensure quality and timely follow-through, shifting toward prevention of escalations and process enhancements across programs.

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

• Hire, onboard, and develop a team of Client Engagement professionals; conduct regular 1:1s and manage performance.
• Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for both human and AI agents.
• Own the Knowledge Center and content; implement AI triage and automation with cross-functional partners.
• 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.

Skills

Client support

Escalation management

People management

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 field sales teams and drive cross-functional resolution. This role focuses on people leadership and operational improvement as AI augments ticket handling.

You will collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to ensure quality and timely follow-through, shifting toward prevention of escalations and process enhancements across programs.