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.
As a Product Ops Specialist (Singpass), you will help ensure that changes to the Singpass app and user portal translate into a smooth, reliable, and understandable experience for citizens. You will work closely with product managers, engineers, designers, customer support, and operational partners to prepare for releases, monitor their impact, and turn user feedback into improvements.
Responsibilities
- Prepare teams and users for product changes
- Coordinate operational and stakeholder readiness for app and portal releases
- Assess how changes will affect different user groups, support channels, and operational processes
- Develop and maintain release checklists, operating procedures, support guidance, and training materials
- Work with relevant teams to ensure that user communications and frontline guidance are accurate, timely, and easy to understand
- Support user acceptance and regression testing
- Proactively identify operational risks and work with relevant teams to establish appropriate mitigations
- Monitor product and operational outcomes
- Define and track relevant operational and user experience metrics
- Monitor product performance, user feedback, and support trends
- Investigate emerging signals and assess their impact
- Coordinate operational responses to issues
- Review release outcomes and translate lessons into better readiness, monitoring, and support practices
- Turn user insights into improvements
- Bring together insights from support tickets, app feedback, user journeys, and product data
- Investigate underlying causes and translate findings into clear problem statements
- Work with product managers to identify improvement opportunities
- Proactively identify opportunities to improve the end-to-end citizen journey
- Improve how we work
- Identify gaps and recurring problems in operational processes
- Design and improve repeatable workflows
- Identify, test, and implement practical uses of AI and automation
- Evaluate whether these changes improve efficiency, quality, or user outcomes
Requirements
- 3-5 years of relevant experience in product operations, service operations, customer experience, quality assurance, business analysis, project management, or a related field
- Demonstrated ability to independently manage operational activities, investigate problems, and drive process improvements
- Strong analytical and problem-solving skills
- Experience supporting digital product releases, improving user journeys, or managing operational changes is advantageous
- Familiarity with data analytics, AI, or workflow automation tools
Personal Attributes
- Initiative and ownership
- Attention to detail
- Big-picture thinking
- Sound judgement
- Curiosity and analytical thinking
- Clear communication and collaboration
- User empathy
- Practical enthusiasm for AI
What success looks like
- Releases are operationally ready
- Frontline teams are well prepared
- Emerging issues are identified and acted on promptly
- User insights inform product priorities
- Improvements are evaluated against whether they resolve user problems
- Operational workflows become more reliable and efficient
What we offer
- Competitive salary and benefits package
- Opportunity to work on meaningful projects
- Collaborative and dynamic work environment