TE - 1511 - AI-First Service Delivery & PMO Manager

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.

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

What you need

• 10–14 yrs of experience
• JIRA
• Zendesk
• Confluence
• Lean
• Any graduate

Good to have

• Project management
• Power Automate
• ITIL