Senior AI-Enabled Digital Contact Center Lead

National University Health System; Singapore; Sur place; SGD 90 000 - 130 000; Plein temps

Résumé du poste

National University Health System invites a Senior/Manager, Group Contact Centre to drive the digital system's vision and lifecycle, delivering enhancements for operational excellence and personalised patient care.

You will partner with business users, IT partners and vendors to identify improvements, manage the product roadmap, backlogs, and training, and lead data‑driven decisions.

Strong Agile experience and healthcare knowledge will help scale digital products across NUHS departments.

Qualifications

• Bachelor's degree in business, computer science, or related field.
• Minimum 5 years' experience in contact centre operations and/or IT product/project management.
• Experience in healthcare operations is a plus.
• Strong analytical and problem-solving skills with a data-driven approach.

Responsabilités

• Act as domain expert for the digital system, developing strategies and a roadmap aligned with the FY30 outcome.
• Manage the product roadmap and backlogs, ensuring vendors and IT partners deliver on time.
• Gather user feedback and lead enhancement/change requests from ideation through implementation.
• Lead onboarding and training of NUHS departments onto the digital system and maintain materials.

Connaissances

Analytical thinking

Problem solving

Data-driven decisions

Communication skills

Agile methodologies

Formation

Bachelor's degree in business, computer science, or related field

Description du poste

National University Health System invites a Senior/Manager, Group Contact Centre to drive the digital system's vision and lifecycle, delivering enhancements for operational excellence and personalised patient care.

You will partner with business users, IT partners and vendors to identify improvements, manage the product roadmap, backlogs, and training, and lead data‑driven decisions.

Strong Agile experience and healthcare knowledge will help scale digital products across NUHS departments.