Remote Manager, Client Engagement & Operations

PHIL; Springfield (IL); Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Full benefits (medical, dental, vision

401(k) contribution opportunity

Paid Parental Leave

Competitive compensation

Job summary

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations for manufacturer clients and drive cross-functional resolutions. This is a people leadership and operations improvement role, transitioning from ticket resolution to prevention as AI takes on more responsibilities.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to raise operational quality and ensure timely follow-through

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.
• Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for both the team and AI agents.
• Own the Knowledge Center and the content, decision rules, and escalation guidance that support human and AI responses.
• Turn recurring escalations into actionable improvements with 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

Operations

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 for manufacturer clients and drive cross-functional resolutions. This is a people leadership and operations improvement role, transitioning from ticket resolution to prevention as AI takes on more responsibilities.

You will report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product to raise operational quality and ensure timely follow-through