Senior / Product Manager, Service SG, PMOSG (PSD)

GovTech Singapore; Singapore; On-site; SGD 75,000 - 95,000; Full time

Job summary

GovTech Singapore is recruiting a Product Manager to manage the Contact Centre stack of products supporting operations within ServiceSG. The ideal candidate will have 4-10 years of product management experience, working closely with stakeholders to enhance efficiency using digital tools and data.

The role emphasizes a citizen-centric approach, where improvements in service delivery are driven through collaboration and a deep understanding of operational requirements. Strong influencing and communication skills are essential for success.

Qualifications

• 4-10 years of experience in a Product Management role.
• Experience leading discovery in complex organizations.
• Strong ability to communicate with both users and senior leadership.
• Strong product sense and belief in simplification.

Responsibilities

• Manage the Contact Centre stack of products.
• Improve efficiency using digital, data, and AI.
• Own solutions from design to implementation.
• Collaborate with business owners and technical teams.
• Define and track impact metrics.

Skills

Product management fundamentals

Influencing and communication

Problem framing

Iterative development

Job description

Overview

You will be forward deployed to support ServiceSG, a department within the PSD in the Prime Minister’s Office (PMO). Established as part of the Public Sector Transformation (PST) movement, ServiceSG works across the whole of government to transform public service delivery to serve citizens better.

ServiceSG drives a citizen-centric approach to service delivery by integrating public services across agencies, organising them around key life moments, and delivering them through an omni-channel network of physical centres, a central call centre, and a digital platform, LifeSG. It also strengthens service delivery capabilities within the Public Service and continually works to raise overall service standards across the government to improve citizens’ experience of government services.

Responsibilities

As a Product Manager, you will manage the Contact Centre stack of products that support Contact Centre operations and work with multiple agency stakeholders outsourcing their contact centre needs to ServiceSG to achieve desired business value and impact. You are expected to:

• Understand ServiceSG Contact Centre business model and operational requirements.
• Build and grow your understanding of the ops and agency landscape to improve efficiency and productivity for the contact centre using digital, data and AI.
• Identify and implement digital capabilities to improve the delivery of Contact Centre operations.
• Own the solutions from design to implementation to future enhancements.
• Collaborate closely with business owners and technical teams to build the optimal user experience.
• Validate hypotheses, identify risks, mitigate them by testing early.
• Define and track impact metrics and keep stakeholders informed.
• Drive product outcomes for the organization.

Qualifications

We are looking for an independent person with a mastery of product management fundamentals.

• 4-10 years of experience in a Product Management role.
• Experience leading discovery and navigating ambiguity, eventually delivering impactful products in complex organisations, working with multiple stakeholders.
• Strong ability to influence and communicate effectively with both users and senior leadership.
• Strong product sense, especially around problem framing, MVP definition, and iterative development.
• Strong belief that things can always be simplified to make it easier for public officers and citizens.