Manager, Customer Success Ops Specialist (IPPD) [Temp - 1 year]

The Customer Success Ops Specialist supports the operational delivery of customer success, stakeholder engagement and product adoption activities for the Jobs-Skills Portal (JSP) and related Jobs-Skills Intelligence (JSI) products. The role focuses on stakeholder support operations, feedback management, reporting, onboarding coordination and operational follow-through to ensure positive user experiences and effective adoption of products and services. This role provides operational support during a period of increased stakeholder engagement and product rollout activities associated with JSP enhancements, JSI tools and AI Skills@Work initiatives. Responsibilities Stakeholder Support & Enquiry Management • Coordinate and track stakeholder enquiries received through various engagement channels. • Monitor response timelines and ensure timely follow-up with relevant internal stakeholders. • Support stakeholder onboarding activities and facilitate access to products, tools and resources. • Maintain records of stakeholder interactions and support requests. Customer Success Operations • Consolidate, monitor and analyse stakeholder feedback received from user engagements, outreach activities and product launches. • Maintain customer success trackers, engagement logs and feedback repositories. • Coordinate follow-up actions arising from stakeholder feedback and operational issues. • Support implementation and testing of process improvements arising from user feedback. Product Adoption Support • Support outreach and engagement activities aimed at increasing awareness and adoption of JSP and JSI products. • Assist in organising onboarding sessions, demonstrations, briefings and product launch activities. • Track stakeholder participation, engagement metrics and adoption indicators. • Support preparation of adoption and engagement reports for management review. Data Management & Reporting • Maintain and update stakeholder databases, engagement records and customer success dashboards. • Support data collection, analysis and reporting relating to stakeholder engagement, user feedback and product adoption. • Prepare regular reports, presentations and updates for internal stakeholders and management. Operational Coordination • Coordinate logistics and administrative support for stakeholder engagement activities, workshops, outreach events and product launches. • Support project teams in tracking action items and implementation timelines. • Maintain documentation related to customer success processes, workflows and standard operating procedures. Requirements Experience • Experience in customer service operations, stakeholder engagement support, programme administration, project coordination, customer success operations or related roles. • Experience in coordinating multiple stakeholders and managing operational processes is an advantage. • Experience supporting digital products, platforms or service delivery initiatives will be beneficial. Skills & Competencies • Strong organisational and coordination skills. • Good stakeholder management and communication skills. • Strong attention to detail and follow-through. • Ability to manage multiple priorities and deadlines. • Proficiency in Microsoft Office applications, particularly Excel and PowerPoint. • Ability to analyse information and present insights clearly. • Experience working with CRM systems, stakeholder databases or reporting tools is an advantage. Key Deliverables • Timely coordination and follow-up of stakeholder enquiries and requests. • Accurate maintenance of stakeholder engagement and feedback records. • Effective support for onboarding, outreach and product launch activities. • Timely preparation of customer success, engagement and adoption reports. • Operational support for JSP, JSI and AI Skills@Work initiatives. Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.