Senior Product Ops Specialist (MOE)

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.

At GovTech, we offer you a purposeful career to make lives better where we empower our people to master their craft through robust learning and development opportunities all year round. Play a part in Singapore's vision to build a Smart Nation and embark on your meaningful journey to build tech for public good.

Role Overview As a Senior Product Ops Specialist (L3) in DXD (Digital Excellence & Products Division), you are accountable for managing operational aspects of one or more digital products from implementation and ongoing support through to continuous improvement. You develop operational strategies and work closely with cross-functional teams to deliver on product goals. You define operational requirements, prioritise improvements based on business impact, and ensure product operations run smoothly.

Key Responsibilities Organised across the 5 core pillars of Product Ops at GovTech:

• Strategic Partnership: Act as a strategic partner to Product Managers, co-owning outcome metrics like PM Strategic Time and launch success rates, not functioning as administrative support. Build trusted relationships across product, engineering, design, policy, and business owner teams, ensure alignment on operational priorities.
• Data-Driven Insights: Drive development and implementation of data-driven strategies to improve operational and product decision-making. Champion the product intelligence infrastructure for your product area , dashboards, telemetry, feedback repositories and ensure insights are activated in decisions, not just displayed.
• Operational Excellence: Drive establishment of best practices in product operations across a large problem space or multiple product areas. Design and maintain reusable playbooks, templates, and operating standards that make good ways of working the default, not the exception.
• Voice of Customer: Drive user support and engagement strategies across a large problem space or multiple product areas. Design systematic feedback loops , collecting, triaging, and routing user feedback at scale so roadmaps are grounded in real citizen and educator needs.
• Cross-Functional Orchestration: Build and maintain clear operating cadences across product, engineering, ops, and vendor teams , ensuring everyone sees the same information and understands their decision rights.

What Success Looks Like We hold Product Ops to a clear, outcome-oriented scorecard. You will know you are succeeding when:

• PM Strategic Time Index improves , PMs spend more time on strategy, research, and user engagement, and less on coordination overhead.
• User feedback and engagement signals are systematically captured and visibly shape product improvements (Feedback-to-Feature Conversion Rate).
• Launches are supported by well-executed operational and change readiness, with fewer last-minute issues and stronger adoption.

What we are looking for

• Operational Ownership: Demonstrated ability to manage end-to-end product operations with growing scope and autonomy , you own the problem, not just the task.
• Pit Crew Mindset: You see your role as enabling others to do their best work , removing friction, providing telemetry, and making good practices the default.
• Data Fluency: Comfort working with data to generate insights, support product decisions, and hold yourself accountable to measurable outcomes.
• Systems Thinking: Ability to design solutions that scale , not heroic one-off fixes, but enabling systems that endure across releases and policy cycles.
• User Centricity: Genuine care for both external users (citizens, educators, students) and internal users (PMs, engineers) , processes must reduce their friction, not add to it.

Education

• Bachelor's degree in Business Administration, Information Systems, Engineering, or related fields.
• Relevant certifications in product management, operations, or agile methodologies are advantageous.

Experience

• 6–8 years of professional experience in product operations, operations management, project coordination, or related roles.
• Demonstrated ability to operate independently on complex, ambiguous problem spaces across one or more product areas.
• Experience working in cross-functional, agile, or technology-driven environments.
• Exposure to user research, feedback collection, or customer support operations is advantageous.
• Background in educational technology or government digital services is a plus.

Technical Competencies

• Proficiency in product operations tools (e.g. Zendesk, Jira, Confluence, or equivalent).
• Intermediate proficiency in data analysis and visualisation tools, ability to design and implement data-driven operational strategies.
• Familiarity with agile methodologies and modern product delivery workflows.

What we offer you GovTech is an equal opportunity employer committed to fostering an inclusive workplace that values diverse voices and perspectives, as we believe that diversity is the foundation to innovation. Our employee benefits are based on a total rewards approach, offering a holistic and market-competitive suite of perks. These include leave benefits to meet your work-life needs and employee wellness programs.