Product Manager – Platform Expansion & Service Transformation | Contract

NEXBRIDGE RECRUITMENT PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

NEXBRIDGE RECRUITMENT PTE. LTD. is seeking an experienced Product Manager / Business Analyst to drive the onboarding of Salesforce-based service channels for government-facing contact centres in Singapore.

You will translate complex business needs into practical, scalable configurations and collaborate with product, engineering and vendor teams to deliver value. Responsibilities include backlog prioritisation, UAT coordination, change management and ensuring successful rollouts across multiple

Qualifications

• 3 years of product management, business analysis or enterprise app delivery experience.
• Experience gathering requirements and writing user stories.
• Experience with Agile delivery and managing backlogs.
• Strong stakeholder management and communication skills.
• Translate requirements into scalable solutions with tech teams.
• Experience with large-scale system rollouts across units or agencies.
• Familiar with Salesforce Service Cloud and related modules.
• Experience with contact centre telephony platforms like Amazon Connect.
• Exposure to workflow automation and AI-enabled customer service.
• Experience in co-sourced delivery with internal and external teams.

Responsibilities

• Drive onboarding of agency mailboxes and hotlines onto Salesforce across ServiceSG's contact centre operations.
• Engage stakeholders to understand requirements and identify gaps needing config or enhancements.
• Align onboarding plans with Email and Calls Product Managers on roadmaps and priorities.
• Standardise workflows and optimise Salesforce capabilities; introduce automation and AI-enabled solutions.
• Gather requirements, user stories and acceptance criteria for product improvements.
• Prioritise product backlog based on value, user needs and feasibility.
• Collaborate with engineering and vendors to refine requirements and monitor progress.
• Coordinate UAT, training, change management and go-live activities.
• Monitor feedback and performance to identify improvements.
• Support roadmap development, release planning and adoption strategies for Salesforce scalability.

Skills

Product management

Business analysis

Agile delivery

Stakeholder management

Communication

Analytical skills

Problem solving

Vendor coordination

Tools

Salesforce Service Cloud

Case Management

Omni-Channel

Service Cloud Voice

Amazon Connect

Knowledge Management

Job description

Job Responsibilities

• Drive the progressive onboarding of additional agency mailboxes and hotlines onto Salesforce across ServiceSG’s contact centre operations, including implementation schedules, dependencies and operational readiness.
• Engage business stakeholders and operations teams to understand requirements, assess existing system capabilities and identify gaps requiring configuration or enhancements.
• Collaborate with Email and Calls Product Managers to align onboarding plans, product roadmaps and delivery priorities.
• Identify opportunities to standardise workflows, optimise existing Salesforce capabilities and introduce automation and AI-enabled solutions to improve operational efficiency and customer experience.
• Gather, analyse and document business requirements, user stories and acceptance criteria for product enhancements.
• Manage and prioritise the product backlog based on business value, user needs, operational impact and technical feasibility.
• Work closely with engineering teams and technology vendors to refine requirements, resolve dependencies and monitor implementation progress.
• Coordinate user acceptance testing (UAT), user training, change management and go-live activities to ensure successful system adoption.
• Monitor user feedback, operational issues and product performance to identify improvement opportunities and recommend enhancements.
• Support product roadmap development, release planning and adoption strategies to drive the scalability and continuous improvement of the Salesforce platform.

Job Requirements

• 3 years of relevant experience in product management, business analysis or enterprise application delivery.
• Experience in gathering business requirements, developing user stories, managing product backlogs and working with Agile delivery teams.
• Experience coordinating system implementation, user onboarding, user acceptance testing and change management activities.
• Strong stakeholder management, communication, analytical and problem-solving skills.
• Ability to translate business and operational requirements into practical, scalable solutions in collaboration with technical teams.
• Proven ability to prioritise product enhancements based on business value, user needs and technical considerations.
• Experience supporting large-scale system rollouts across multiple business units, departments or government agencies.
• Familiarity with Salesforce Service Cloud, including Case Management, Omni-Channel,
• Knowledge Management or Service Cloud Voice.
• Experience with contact centre telephony platforms such as Amazon Connect.
• Exposure to product analytics, workflow automation, AI-enabled customer service or business process improvement.
• Experience working in a co-sourced delivery environment involving internal product owners and external technology vendors.

We regret that only shortlisted candidates will be notified.