Manager, Client Engagement

PHIL•San Francisco, CA

1d•$80,000 - $120,000•Remote

About The Position

PHIL is hiring a Manager, Client Engagement to lead the team handling escalations from manufacturer clients’ field sales teams and drive cross-functional resolution of the underlying issues. This is a people leadership and operations improvement role focused on preventing escalations, not simply managing a ticket queue. The manager will lead a team of Client Engagement professionals and report to the VP, HCP Engagement, working closely with Client Success, Operational Excellence, Strategic Operations, and Product. Client Success owns client relationships, while Client Engagement owns operational quality and follow-through. The role oversees team performance and development, human and AI ticket handling, response quality, and the Knowledge Center and guidance used to support responses. The manager will partner with Operational Excellence and Engineering on AI triage and automation, and turn recurring escalations into improvements with accountable owners and cross-functional follow-through. The manager will also help ensure field-rep escalation processes are ready for new program launches and support field sales training on the program dashboard and field rep portal. PHIL is a Series D healthtech company whose platform connects patients, prescribers, pharmacies, and pharmaceutical manufacturers to streamline prescription management and delivery and improve patients’ access to medication. The position is fully remote within the listed eligible U.S. states.

Requirements

Bachelor’s degree or equivalent experience.
Experience in client support, escalation management, or support operations, including people management; healthcare or health-tech experience is ideal.
Experience owning support KPIs such as SLA, resolution rate, and customer satisfaction, and improving them through changes to process, staffing, and quality.
Experience driving cross-functional resolution of recurring issues with Product, Operations, and client-facing teams.
Working knowledge of pharmacy access, including benefits verification, prior authorization, claim rejections, and copay support.

Nice To Haves

Experience leading support or escalation teams in a hub, specialty pharmacy, patient services program, or health-tech company.
Hands-on experience with Zendesk.
Experience with AI agents or automation in a support organization.
Hands-on experience with Jira and comfort with BI dashboards.
Experience supporting pharmaceutical field sales teams or manufacturer-sponsored programs.

Responsibilities

Hire, onboard, develop, coach, and manage the performance of a team of Client Engagement professionals, including conducting regular 1:1s and setting clear goals.
Set clear ownership and handoff expectations for ticket resolution, root cause analysis, and client-level follow-through.
Own response time, SLA, first-pass resolution, reopen rate, and field-rep satisfaction for the team and AI agents.
Run quality assurance on human and AI responses for accuracy and compliance with client program rules.
Own the Knowledge Center and the content, decision rules, and escalation guidance that support human and AI responses.
Partner with Operational Excellence and Engineering to implement AI triage and automation, and recommend expanded AI use based on agreed quality, compliance, and escalation criteria.
Ensure recurring escalations are analyzed for root causes, assigned accountable owners, and driven to cross-functional resolution, including PHIL process or product fixes, recommended changes to client business rules, or clear client communication.
Work with Client Success and Operational Excellence to ensure the field-rep escalation process is ready for each new program launch.
Support field sales training on the program dashboard and field-rep portal.