Product Operations Specialist, Singpass

GovTech Singapore; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

GovTech Singapore is seeking a Product Operations Specialist to drive operational readiness, insights, and scalable processes across product, design, and engineering teams. You will translate user needs into actionable insights and build systems that scale, supporting pilots and continuous improvement.

The role emphasizes collaboration with product, design, and frontline teams to standardise workflows, monitor performance, and improve how products are built and delivered in a dynamic, ambiguous

Qualifications

• 2–5 years of experience in Product Operations, Operations, CX, or similar roles within a product or tech environment.
• Experience working cross-functionally with Product, Engineering, Design, and/or Operations teams
• Data-informed, with familiarity in using dashboards, reporting tools, or basic querying (e.g. SQL) to derive insights
• Strong organisational and stakeholder management skills, with the ability to manage multiple workstreams and drive outcomes independently
• Experience working with operational systems (e.g. CRM or ticketing tools such as Zendesk, Salesforce) and structured processes
• Able to collaborate effectively with engineering teams, with the ability to understand and communicate technical concepts clearly
• Comfortable using operational data (e.g. logs, metrics, system signals) to investigate issues and support problem-solving
• Nice to Have: Experience working on products at scale; Exposure to operational tooling, CRM systems, or workflow automation; Familiarity with observability or monitoring tools (e.g. Datadog, CloudWatch)
• Experience in the public sector or user-centric product environments

Responsibilities

• Ensure products are operationally ready and insight-driven for launch
• Partner with cross-functional teams to prepare for rollout and post-launch monitoring
• Identify risks and gaps early to ensure smooth product delivery
• Build and maintain dashboards and reporting frameworks for decision-making
• Develop documentation, playbooks, and training materials for internal teams
• Support pilots and experiments for new processes, tools, or features
• Drive continuous improvement through automation and workflow optimisation

Skills

Cross-functional collaboration

Data-informed

Stakeholder management

Strong communication

Problem solving

Tools

SQL

Zendesk

Salesforce

Job description

About Product Operations at Singpass

The Singpass team enables trusted, secure digital transactions for every citizen, resident, and business in Singapore. The Product Operations team sits at the intersection of product, user and partner experience, and execution. We enable product teams to move faster and make better decisions by improving processes, strengthening feedback loops, and building systems that scale. As a Product Operations Specialist, you will play a key role in ensuring that products are operationally ready, insight-driven, and continuously improving. You will work closely with colleagues from Product, Design, Engineering, and frontline teams to translate user needs into actionable insights and scalable solutions. This role is ideal for someone who thrives in ambiguity, enjoys connecting dots across teams, and is motivated by improving how products are built and delivered.

What You’ll Work On

• Product Delivery & Operational Readiness
• Partner with cross-functional teams to ensure products and features are operationally ready for launch
• Support rollout planning, internal enablement, and post-launch monitoring
• Identify risks and gaps early, ensuring smooth product delivery
• Insights & Feedback Loops
• Establish and maintain structured feedback loops across user, partner, and system touchpoints
• Synthesise data from multiple sources (e.g. support, behavioural data, user feedback, system signals such as logs, monitoring, and operational metrics)
• Translate insights into clear recommendations that influence product decisions
• Process & Workflow Optimisation
• Design and improve workflows that increase efficiency and reduce manual effort
• Standardise processes across teams to improve consistency and scalability
• Identify opportunities for automation and operational improvements
• Data & Visibility
• Define and track key operational and product metrics, including system performance and reliability indicators
• Build dashboards and reporting frameworks to support decision-making
• Enable teams with better visibility into performance, trends, and user behaviour
• Knowledge & Enablement
• Develop and maintain documentation, playbooks, and training materials
• Ensure internal teams are equipped to support product features effectively
• Drive clarity and alignment across stakeholders
• Experimentation & Continuous Improvement
• Support pilots and experiments for new processes, tools, or features
• Evaluate outcomes and scale successful initiatives
• Embed a culture of iteration and continuous improvement

Who You Are

• A structured problem-solver who can bring clarity to ambiguous situations
• Comfortable working across teams and navigating different perspectives
• Able to connect operational details to broader product and user outcomes
• Data-informed - you know how to ask the right questions and interpret signals
• Strong communicator who can translate between technical and non-technical audiences

Requirements

• 2–5 years of experience in Product Operations, Operations, CX, or similar roles within a product or tech environment
• Experience working cross-functionally with Product, Engineering, Design, and/or Operations teams
• Data-informed, with familiarity in using dashboards, reporting tools, or basic querying (e.g. SQL) to derive insights
• Strong organisational and stakeholder management skills, with the ability to manage multiple workstreams and drive outcomes independently
• Experience working with operational systems (e.g. CRM or ticketing tools such as Zendesk, Salesforce) and structured processes
• Able to collaborate effectively with engineering teams, with the ability to understand and communicate technical concepts clearly
• Comfortable using operational data (e.g. logs, metrics, system signals) to investigate issues and support problem-solving
• Nice to Have
• Experience working on products at scale
• Exposure to operational tooling, CRM systems, or workflow automation
• Familiarity with observability or monitoring tools (e.g. Datadog, CloudWatch)
• Experience in the public sector or user-centric product environments