Remote Manager, Client Engagement & Operations

PHIL; Yorktown (VA); Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Full benefits (medical, dental, vision

Job summary

PHIL, a healthtech growth-stage startup, is seeking a Manager, Client Engagement to lead the team handling escalations from manufacturer field sales teams and drive cross-functional resolution. This is a people leadership and operations improvement role focused on prevention of issues as AI takes on more ticket triage.

You will partner with Client Success, Operational Excellence, Strategic Operations, and Product to own ticket quality, knowledge management, and escalation guidance, ensuring

Qualifications

• Bachelor's degree or equivalent experience required.
• Experience leading support/escalation teams, preferably in health-tech or healthcare.
• Proven track record owning KPIs (SLA, resolution rate, CSAT) and driving improvements.
• Strong cross-functional collaboration with Product, Ops, and field-facing teams.
• Experience with AI agents or automation in a support organization.

Responsibilities

• Lead a team of Client Engagement professionals and set clear ownership for escalations.
• Drive end-to-end resolution while shifting toward prevention of escalations.
• Own ticket quality, SLA, first-pass resolution, and agent performance (including AI agents).
• Manage knowledge content and escalation guidance in collaboration with Product and Ops.
• Partner with Client Success and Operational Excellence to ensure readiness for new programs and field training.

Skills

Leadership

Escalation management

Customer support

Data-driven

Zendesk

Jira

BI dashboards

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL, a healthtech growth-stage startup, is seeking a Manager, Client Engagement to lead the team handling escalations from manufacturer field sales teams and drive cross-functional resolution. This is a people leadership and operations improvement role focused on prevention of issues as AI takes on more ticket triage.

You will partner with Client Success, Operational Excellence, Strategic Operations, and Product to own ticket quality, knowledge management, and escalation guidance, ensuring