Remote Manager, Client Engagement & Ops Improvement

PHIL; New Hampshire; A distancia; USD 110.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote

Medical, dental, vision benefits

401(k) plan

Parental leave

Descripción de la vacante

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients’ field sales teams and drive cross-functional resolution of the issues behind them. This is a people leadership and operations improvement role, not a ticket queue role.

As AI takes on more ticket answers, Client Engagement will shift toward preventing escalations. You will report to the VP, HCP Engagement and partner with Client Success, Operational Excellence, and Product to improve

Formación

• Must have led support or escalation teams in healthcare or health-tech.
• Experience managing people and KPIs (SLA, resolution rate, CSAT).
• Cross-functional resolution with Product, Operations, and client teams.
• Knowledge of prescription access workflows is a plus.

Responsabilidades

• Team leadership: hire, onboard, develop, and coach Client Engagement professionals; manage ownership of ticket resolution, root cause analysis, and follow-through.
• Ticket performance: manage response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction; QA human and AI responses.
• Knowledge and AI content: own Knowledge Center, rules, escalation guidance; partner to implement AI triage and automation.
• Escalations into fixes: drive root-cause analysis, assign owners, and push cross-functional follow-through for process or product improvements.
• Launch readiness: ensure field escalation processes are ready for new programs and train field sales on dashboards and portals.

Conocimientos

Client support

Escalation management

People management

Data-driven decisions

Educación

Bachelor's degree or equivalent experience

Herramientas

Zendesk

Jira

BI dashboards

Descripción del empleo

PHIL is seeking a Manager, Client Engagement to lead a team handling escalations from manufacturer clients’ field sales teams and drive cross-functional resolution of the issues behind them. This is a people leadership and operations improvement role, not a ticket queue role.

As AI takes on more ticket answers, Client Engagement will shift toward preventing escalations. You will report to the VP, HCP Engagement and partner with Client Success, Operational Excellence, and Product to improve