Remote Manager, Client Engagement & Ops

PHIL; Lorida (FL); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote working environment

Competitive compensation

Full benefits

401(k) contribution opportunity

Paid parental leave

Job summary

PHIL seeks a Manager, Client Engagement to lead a team that handles escalations from manufacturers’ field sales teams and drive cross-functional resolution of issues. This is a people leadership and operations improvement role, evolving as AI triage expands.

You will work with Client Success, Operational Excellence, Strategic Operations, and Product to own the operational quality and follow-through behind client relationships in a fully remote US-based environment.

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

• 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 root causes are identified and ownership assigned for cross-functional follow-through.
• Launch readiness and field education: Prepare field escalation processes for new programs and support field training on dashboards and portals.

Skills

Team leadership

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 seeks a Manager, Client Engagement to lead a team that handles escalations from manufacturers’ field sales teams and drive cross-functional resolution of issues. This is a people leadership and operations improvement role, evolving as AI triage expands.

You will work with Client Success, Operational Excellence, Strategic Operations, and Product to own the operational quality and follow-through behind client relationships in a fully remote US-based environment.