Manager, Client Engagement

Position Overview

We're hiring a Manager, Client Engagement to lead the team that handles escalations from our manufacturer clients' field sales teams and drives 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 and triage, Client Engagement is shifting from resolving escalations to preventing them, and you'll lead that shift. You'll report to the VP, HCP Engagement and lead a team of Client Engagement professionals. You'll work closely with Client Success, Operational Excellence, Strategic Operations, and Product.

Responsibilities

• Hire, onboard, and develop a team of Client Engagement professionals. Run regular 1:1s, coach to clear goals, and manage performance.
• Set clear ownership across ticket resolution, root cause analysis, and client-level follow-through so each person knows what they own and when to hand off.
• Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for both the team and AI agents.
• Run QA on human and AI responses for accuracy and compliance with each client's 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.
• Turn recurring escalations into actionable improvements. Ensure the team identifies root causes, assigns accountable owners, and drives cross-functional follow-through.
• Work with Client Success and Operational Excellence so the field rep escalation process is ready for every new program launch, and support field sales training on the program dashboard and field rep portal.

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

What makes an outstanding candidate

• You put the customer experience first: you know what great service feels like for a field rep under pressure, and you've used quality reviews and a strong knowledge base to deliver it consistently
• Working knowledge of pharmacy access: benefits verification, prior authorization, claim rejections, and copay support
• You lead with data and clarity: you separate one-off issues from systemic ones and make sure every issue has an owner

Nice to have (we will teach the rest)

• 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