Description
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.
You will be forward deployed to support ServiceSG, a department within the PSD in the Prime Minister's Office (PMO). ServiceSG works across the whole of government to transform public service delivery to serve citizens better.
As a Senior/Product Manager, you will manage the Contact Centre stack of products that support Contact Centre operations. You will work with multiple agency stakeholders that outsource their contact centre needs to ServiceSG to achieve the desired business value and impact.
Responsibilities:
- Understand ServiceSG Contact Centre business model and operational requirements
- Build and grow your understanding of the ops and agency landscape to improve efficiency and productivity for the contact centre using digital, data, and AI
- Identify and implement digital capabilities to improve the delivery of Contact Centre operations
- Own the solutions from design to implementation to future enhancements
- Collaborate closely with business owners and technical teams to build the optimal user experience
- Validate hypotheses, identify risks, mitigate them by testing them early
- Define and track impact metrics, keep stakeholders informed
- Drive product outcomes for the organisation
Requirements:
- 4-10 years of experience in a Product Management role
- Experience in leading discovery and navigating ambiguity, eventually delivering impactful products in complex organisations, working with multiple stakeholders
- Ability to influence and communicate effectively with both users and senior leadership
- Strong product sense, especially around problem framing, MVP definition, and iterative development
- Strong belief that things can always be simplified and made easier for public officers and citizens
Benefits: GovTech offers a total rewards approach, providing a holistic and market-competitive suite of perks, including leave benefits, employee wellness programs, and flexible work arrangements.