Product Ops Lead (GeBiz)

GovTech is the lead agency driving Singapore's Smart Nation initiatives and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government's capabilities in Data Science & Artificial Intelligence, Application Development, Smart City Technology, Digital Infrastructure, and Cybersecurity.

We are seeking a dynamic and driven Lead Product Operations Specialist to support the delivery, operations, and continuous improvement of the GeBIZ X product. You will operate at the intersection of product, engineering, policy, and operations to ensure the reliability, scalability, and effectiveness of the platform.

Product Operations & Stakeholder Engagement

• Engage agencies and suppliers to understand challenges, refine user stories, and identify opportunities to improve user outcomes using metrics.
• Partner with Product Managers, Engineers, and Policy teams to support smooth rollout of features and changes.
• Operationalise agency onboarding and engagements, including coordination of processes, documentation, and testing.
• Act as a bridge between frontline users and technical teams to ensure effective issue resolution and strong feedback loops.
• Facilitate functional design discussions and translate business requirements into system configurations.

Data, Systems & Integration

• Map end-to-end user journeys and data flows across systems to ensure coherence and efficiency.
• Identify inter-agency data and integration dependencies, risks, and optimisation opportunities.
• Manage and triage operational issues to maintain system integrity.

Product Delivery & Continuous Improvement

• Analyse operational and product data to identify trends, inform prioritisation, and drive continuous improvements.
• Develop and maintain playbooks, SOPs, and documentation using tools such as JIRA and Confluence.
• Support product delivery through testing activities including defect triage and User Acceptance Testing (UAT).

Operational Excellence & Process Improvement

• Drive best practices in product operations across one or more problem spaces.
• Conduct user research and translate insights into operational and product improvements.
• Develop and implement data-driven strategies to improve operational efficiency and product outcomes.

Risk Management & Governance

• Develop and implement risk and incident management strategies for operational issues.
• Support audit activities and ensure compliance with relevant policies and governance requirements.

User Support & Engagement

• Drive user support and engagement strategies to enhance adoption and satisfaction.
• Establish feedback management practices and continuous improvement loops.
• Ensure operational readiness for product launches, including communications and go-to-market support.

Ivalua Configuration & Functional Delivery

• Configure Ivalua modules.
• Implement and maintain integrations.
• Support data migration and backend configurations.
• Troubleshoot issues related to workflows, configurations, and system performance.

What we are looking for

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• At least 3 years of experience in product operations, business analysis, or product/project management in IT environments.
• Experience working in Agile environments.
• Must obtain Ivalua Level 3 certification within 6 months of appointment.
• Hands-on experience in Ivalua configuration is advantageous.
• Proficiency in SQL and database concepts.
• Practical understanding of APIs, integrations, and system architecture.

What we offer you

• GovTech is an equal opportunity employer committed to fostering an inclusive workplace.
• Our employee benefits are based on a total rewards approach, offering a holistic and market-competitive suite of perks.