The posting
Eden Health | Engineering and Product Hub, India
AI-First Service Delivery & PMO Manager
Location: Hyderabad (Eden Health Engineering and Product Hub, India)
Experience: 10 to 14 years
Employment: Full time
Shift: US overlap required
About Eden Health
Eden Health is a US healthcare company delivering exceptional healthcare experiences through technology. Eden has set up a dedicated Engineering and Product Hub in India in partnership with Softobiz Technologies, to expand engineering capacity, speed up innovation and strengthen its AI and data capabilities.
We are now building the next version of Eden’s platform: a connected healthcare ecosystem that brings patients, doctors, care teams and partners such as clinics and pharmacies together on one modern, cloud-native foundation. The India hub is at the centre of that build.
AI is central to how Eden will grow, from clinical decision support to operational automation. The India hub works hand in hand with Eden’s US leadership, with real ownership across product, engineering and operations.
Read the announcement: Expanding Our Digital Footprint in India
About the role
Eden already runs a live platform supported by a large Customer Support team, and is now building the next version. You will be the operational backbone through that shift. You’ll connect Customer Support and Engineering so issues, priorities and releases move between them without friction, and you’ll lead the Support team’s move onto the new platform.
We’re looking for someone who uses AI and automation to make delivery run itself: real-time visibility, lean cadences and faster decisions. You’ll work alongside the Tech Lead: they own the technology, you own how delivery runs.
What AI-first means here
- Think automation: Before adding a process, you ask whether it can run itself.
- Use AI: AI tools are part of how you report, analyse, summarise and communicate every day.
- Build workflows: You can set up automations yourself using tools like Jira Automation, Zapier, n8n or AI agents, without waiting on engineering.
- Lead with data: You run delivery on live dashboards and signals, so decisions rest on facts.
What you’ll do
Bridge Support and Engineering
- Design escalation paths from Support to Engineering, with clear severity definitions and response expectations.
- Use AI to classify, summarise and route incoming tickets so Engineering gets clean, actionable issues.
- Run a lean bug triage cadence so issues are prioritised, assigned and closed.
- Coordinate releases so Support knows what’s shipping, when, and what changes for patients, with release notes drafted automatically.
- Drive post-incident reviews and track follow-up actions to closure.
Lead the move to the new platform
- Plan and run the onboarding of a large Customer Support team onto the new platform: training, new workflows, updated runbooks and a smooth cutover.
- Keep service levels steady during the transition, with readiness checks, go-live sign-offs and clear rollback plans.
- Capture feedback from Support during rollout and turn it into prioritised input for Engineering.
- Lead the change: help people confidently adopt new tools and ways of working.
Structure and cadence
- Set up a lightweight operating rhythm: stand-ups, weekly delivery and support reviews, and monthly business reviews with Eden US leadership.
- Replace manual status reporting with automated updates pulled from Jira, Zendesk and other tools.
- Surface risks and dependencies early through automated signals and live dashboards.
- Build simple, reusable delivery standards: templates, dashboards and a single source of truth.
Performance and governance
- Define and track SLAs and KPIs across both teams: response and resolution times, escalation volume, bug turnaround and sprint predictability.
- Give Eden US and Softobiz leadership real-time visibility of delivery health.
- Manage capacity planning, resourcing, onboarding and offboarding, and utilisation.
- Track headcount and costs against budget.
Must have
- 10+ years of experience, including 4+ in service delivery or PMO in an offshore, GCC or managed services setup.
- Experience working across both Support or Operations teams and Engineering teams.
- A track record of moving teams onto new systems, tools or processes, and bringing structure where there was little.
- Hands-on use of AI tools and automation platforms in delivery work, with examples to show.
- Strong working knowledge of Jira, Confluence, Zendesk or similar tools, and dashboards.
- Confident handling VP and C-level US stakeholders.
- Excellent written and spoken English.
Nice to have
- Healthcare or telehealth experience.
- Experience with platform migrations or go-lives that affected large support or operations teams.
- Low-code or no-code automation builds (n8n, Zapier, Power Automate).
- ITIL, PMP or PRINCE2 certification.
What success looks like in your first 6 months
- Support and Engineering run on agreed escalation paths, severity definitions and triage cadence.
- A clear plan for moving Support onto the new platform is in motion, with service levels holding steady.
- Status reporting is largely automated, and SLA and KPI dashboards are live.
- Escalations and repeat incidents are visibly down.
Why join
- Lead one of the most important moves in Eden’s growth: taking a live operation onto its next-generation platform.
- Be part of the founding team of Eden’s India Engineering and Product Hub, and shape how it operates from the ground up.
- Build a modern, AI-driven delivery function from day one.
- High visibility and a clear mandate.
How we’ll assess you
- Walk us through a time you moved a team onto a new system or way of working: what you changed and what improved.
- Show us a workflow, report or process you automated with AI or automation tools.
- Expect a scenario exercise where you design an escalation and triage model for a Support and Engineering setup, using AI where it helps.
- Expect a conversation with leadership about how you handle stakeholders and report on delivery.
