Product Operations Specialist

NSEARCH GLOBAL PTE. LTD.; Singapore; On-site; SGD 60,000 - 110,000; Full time

Job summary

NSEARCH GLOBAL PTE. LTD. in Singapore is seeking a Product Operations Specialist to own operational readiness for pilots, launches and phased roll-outs, coordinating dependencies across product, engineering, UX, operations and vendors.

You will design SOPs, run post-launch reviews and maintain dashboards for adoption and health metrics, turning data and user feedback into actionable improvements for the product and service delivery teams.

Qualifications

• 3-5 years of professional experience in product operations or related tech roles.
• Ownership of launches and ongoing support for a digital product or service.
• Strong analytical skills and proficiency with spreadsheets and dashboards.
• Experience with agile delivery and tools such as Jira or Confluence.
• ItIL knowledge is advantageous but not required.

Responsibilities

• Own operational readiness for pilots, feature launches and phased roll-outs.
• Coordinate dependencies and decision points across product, engineering, UX, operations and vendors.
• Plan user onboarding and change activities for educators’ adoption with minimal disruption.
• Run post-launch reviews and translate lessons into improved playbooks and processes.
• Design and maintain support models, runbooks and escalation matrices.
• Monitor operational health and coordinate incident response with accountable teams.
• Drive problem-management reviews and track root causes and actions to closure.
• Maintain accurate operational documentation for schools and support teams.
• Establish feedback loops across in-product feedback, support cases and research.
• Define dashboards for adoption, completion, escalation and health metrics.
• Synthesize data and user feedback into actionable product insights.

Skills

3-5 years exp

Analytical skills

Stakeholder management

Data-driven decisions

Agile delivery

Tools

Jira

Confluence

Job description

Our client, one of Asia-Pacific's leading organizations is looking for:

Product Operations Specialist

Responsibilities

• Own operational readiness for pilots, feature launches and phased roll-outs, including readiness criteria, stakeholder communications, training, support materials and go-live checklists.
• Coordinate dependencies and decision points across product, engineering, UX, operations, service desk, local administrators and vendors.
• Plan user onboarding and change activities that help educators understand new capabilities and adopt them with minimal disruption.
• Run post-launch reviews and translate lessons into improved playbooks, controls and ways of working.
• Design and maintain support models, triage paths, escalation matrices, runbooks and ownership boundaries for self-service and assisted-support journeys.
• Monitor operational health, service levels, failure points and recurring support demand; coordinate incident response and follow‑through with accountable teams.
• Drive problem‑management reviews for recurring issues and ensure root causes, corrective actions and user communications are tracked to closure.
• Maintain accurate operational documentation and knowledge content so schools and support teams receive consistent guidance.
• Establish systematic feedback loops across in‑product feedback, engagement, support cases, user research and stakeholder channels.
• Define and maintain dashboards for adoption, completion, drop‑off, escalation, turnaround time, support deflection, satisfaction and other agreed product‑health measures.
• Synthesize operational data and user feedback into actionable insights for product prioritisation, service improvement and release decisions.
• Partner with Product Management and UX to close the loop with users and track how validated insights convert into product or process improvements.

Requirements

• 3-5 years of professional experience in product operations, digital product delivery, service operations, business analysis, project management or a related role in a technology environment.
• Demonstrated ownership of launches, operational processes or ongoing support for a digital product or service.
• Strong analytical skills and the ability to turn product, operational and user data into clear recommendations; working proficiency with spreadsheets and dashboarding or visualisation tools.
• Experience with agile product delivery and tools such as Jira, Confluence or equivalent.
• Practical understanding of incident, problem, change or service management practices; formal ITIL certification is advantageous but not required.
• Experience designing SOPs, playbooks, metrics, feedback loops and cross‑functional operating cadences.
• Strong systems thinking and attention to detail, with the judgement to distinguish one‑off exceptions from patterns that need scalable solutions.
• Excellent written and verbal communication, facilitation and stakeholder‑management skills, including the ability to influence without formal authority.
• Comfortable working autonomously in ambiguous environments and moving between strategic improvement and hands‑on execution.
• User‑centred and service-minded, with empathy for educators and support teams working under operational pressure.