Senior Product Operations Specialist

Government Technology Agency; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

GovTech is scaling Opus, an AI automation builder, to reach more public agencies and improve citizen services. You will onboard suitable use cases, drive data-driven improvements, and contribute to training, documentation, and go-to-market strategies while tracking product adoption metrics.

You will mentor teammates, manage cross-functional collaboration, and develop risk strategies to ensure smooth operations and growth.

Qualifications

• Empathetic problem-solvers who understand user needs and craft practical solutions.
• Clear communication in writing and speaking to diverse audiences.
• Detail-oriented with strong documentation and issue-tracking practices.
• Data-driven decision making and familiarity with product metrics.
• Ability to identify operational gaps and implement automated improvements.

Responsibilities

• Establish best practices in product operations across large problem spaces.
• Develop data-driven strategies to improve operational and product decisions.
• Own user support and engagement strategies end-to-end.
• Develop risk and incident management strategies and drive audit compliance.
• Translate goals into actionable plans and drive cross-functional workstreams to outcomes.
• Ensure effective product launch communications and go-to-market execution.
• Mentor junior team members and raise team productivity.
• Coordinate cross-functional collaboration and resolve disagreements constructively.
• Progress into people management with regular check-ins and blocker removal.

Skills

Empathy

Problem-solving

Clear communication

Detail-oriented

Data-driven

Process improvement

Public service mindset

AI & automation tools

Startup mindset

GovTech tools

Tools

JSM

Job description

GovTech is the lead agency driving Singapore's Smart Nation initiatives and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government's capabilities in Data Science & Artificial Intelligence, Application Development, Smart City Technology, Digital Infrastructure, and Cybersecurity.

At GovTech, we offer you a purposeful career to make lives better where we empower our people to master their craft through robust learning and development opportunities all year round.

Play a part in Singapore's vision to build a Smart Nation and embark on your meaningful journey to build tech for public good. Join us to advance our mission and shape your future with us today!

Learn more about GovTech at tech.gov.sg.

About the product

Opus is an AI automation builder that lets any public officer automate agentic workflows, build business rules, integrate to whole-of-government tools and orchestrate agents with compliance built in. We are scaling fast, and need someone to help us get this into the hands of every agency that needs it.

You're responsible for scaling our AI automation builder to reach more users and better serve their needs. You proactively find and onboard suitable use cases, resolve issues, channel feedback to product teams for continuous improvement with the use of data-driven approaches, implement operational and process improvements, identify operational risks and develop mitigation strategies. Contribute to training programs, documentation, change communication, go-to-market strategies and track product adoption metrics and identify patterns to drive growth.

What you will be working on

• Drive the establishment of best practices in product operations across large or multiple problem spaces, addressing complex and often unprecedented operational challenges
• Develop and implement data-driven strategies that improve operational and product decision-making across your area of ownership
• Own user support and engagement strategies end-to-end for a large problem or across multiple problems, including feedback management and continuous improvement loops
• Develop risk and incident management strategies for complex operational problems, driving audit compliance across your areas
• Take full ownership of broad, ambiguously-scoped projects - translating team goals into actionable plans, prioritising tasks, and driving workstreams to successful outcomes
• Ensure operational excellence in communication and go-to-market strategies for product launches
• Mentor and support junior team members through knowledge sharing, breaking down problems, and providing constructive feedback - actively raising team productivity
• Coordinate cross-functional collaboration and help resolve disagreements constructively, facilitating alignment among team members and stakeholders
• Begin transitioning into people management - conducting check-ins with direct/indirect reports, communicating project goals, and helping team members with day-to-day blockers

What we are looking for

• Empathetic problem-solvers - quickly understanding user needs and finding creative solutions
• Communicate clearly - both in writing and verbally, explaining technical concepts to diverse audiences
• Detail-oriented - creating comprehensive documentation and tracking issues methodically
• Use data effectively - tracking product metrics to identify trends and drive improvements
• Take initiative to improve processes - identifying operational gaps and implementing automated solutions
• Committed to serving the public good
• Comfortable with AI and automation tools - you'll be operating on a platform in this space
• Startup mindset - scrappy, takes initiative, builds before being asked. We're a small team and you'll wear multiple hats
• Familiar with WOG tools like JSM and various GovTech or Agency Product

Nice to have:

• API Knowledge: Familiarity with REST APIs, particularly OpenID Connect and OAuth, which form the backbone of Singpass.
• Familiarity with Python, especially for data analysis, natural language processing (NLP), and topic modelling, is a plus.
• Familiarity with developing or interpreting web application code is a plus.

What it is like working here:

• Rapid Prototyping - Instead of spending too much time debating ideas we prefer testing them. This identifies potential problems quickly, and more importantly, conveys what is possible to others easily.
• Ownership - In addition to technical responsibilities, this means having opinions on what is being done and having ideas on what should be done next. Building something that you believe in is the best way to build something good.
• Continuous Learning - Working on new ideas often means not fully understanding what you are working on. Taking time to learn new architecture, frameworks, technologies, and even languages is not just encouraged but essential.

What we offer you:

GovTech is an equal opportunity employer committed to fostering an inclusive workplace that values diverse voices and perspectives, as we believe that diversity is the foundation to innovation.

Our employee benefits are based on a total rewards approach, offering a holistic and market-competitive suite of perks. These include leave benefits to meet your work-life needs and employee wellness programs.

We champion flexible work arrangements (subject to your job role) and trust that you will manage your own time to deliver your best, wherever you are, and whatever works best for you.

Learn more about life inside GovTech at go.gov.sg/GovTechCareers.

Stay connected with us on social media at go.gov.sg/ConnectWithGovTech