Product Ops Specialist (Singpass)

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 Singpass] Singpass helps millions of people access essential digital services. As part of the Citizen Experience team, you will help ensure that changes to our app and user portal translate into a smooth, reliable and understandable experience for citizens. You will work closely with product managers, engineers, designers, customer support and operational partners to prepare for releases, monitor their impact and turn user feedback into improvements. We’re looking for someone who takes initiative, enjoys solving problems and cares about getting the details right. You should be comfortable moving between the specifics of a user journey and the bigger picture: what we are trying to achieve, who may be affected and what needs to happen across teams. Beyond supporting day-to-day operations, you will proactively identify opportunities to improve the citizen experience, solve recurring problems and help our products operate more effectively at scale. [What you will be working on] Prepare teams and users for product changes • Coordinate operational and stakeholder readiness for app and portal releases, ensuring that dependencies, risks, owners and outstanding actions are clear. • Assess how changes will affect different user groups, support channels and operational processes. Anticipate adoption challenges, including for users who need additional assistance, and work with relevant teams to address them. • Develop and maintain release checklists, operating procedures, support guidance and training materials. • Work with relevant teams to ensure that user communications and frontline guidance are accurate, timely and easy to understand. • Support user acceptance and regression testing, paying attention to edge cases and the end-to-end user experience. • Proactively identify operational risks and work with relevant teams to establish appropriate mitigations before product changes are introduced. Monitor product and operational outcomes • Define and track relevant operational and user experience metrics to identify emerging issues, evaluate improvements and support evidence-based decisions. • Monitor product performance, user feedback and support trends, including before and after releases, to identify unexpected issues or confusion. • Investigate emerging signals, assess their impact and bring clear evidence and recommended next steps to the right teams. • Coordinate operational responses to issues, keeping stakeholders informed and following actions through to resolution. • Review release outcomes and translate lessons into better readiness, monitoring and support practices. Turn user insights into improvements • Bring together insights from support tickets, app feedback, user journeys and product data to identify recurring friction and distinguish individual cases from broader patterns. • Investigate underlying causes and translate findings into clear problem statements, with supporting evidence and practical recommendations. • Work with product managers to identify improvement opportunities, influence prioritisation based on user impact and assess whether implemented changes resolve the underlying problems. • Proactively identify opportunities to improve the end-to-end citizen journey, rather than relying solely on issues raised through existing support channels. Improve how we work • Identify gaps and recurring problems in operational processes, and take ownership of improving them. • Design and improve repeatable workflows that reduce manual effort, improve consistency and support growing product complexity and user needs. • Identify, test and implement practical uses of AI and automation, working with technical colleagues where needed. Potential applications include feedback analysis, documentation, testing preparation and monitoring. • Evaluate whether these changes improve efficiency, quality or user outcomes, and refine them based on evidence. • Exercise judgement when using AI: protect sensitive information, verify outputs and recognise when human review is needed. [What we are looking for] Experience & Capabilities • 3-5 years of relevant experience in product operations, service operations, customer experience, quality assurance, business analysis, project management or a related field. Candidates with demonstrated equivalent capabilities may also be considered. • Demonstrated ability to independently manage operational activities, investigate problems and drive process improvements, preferably in a technology or digital product environment. • Strong analytical and problem-solving skills, with the ability to identify root causes, translate insights into practical recommendations and collaborate effectively with cross-functional teams. • Experience supporting digital product releases, improving user journeys or managing operational changes is advantageous. Familiarity with data analytics, AI or workflow automation tools, and a willingness to learn new technologies, would be beneficial. Personal Attributes • Initiative and ownership: You notice what needs attention, raise concerns early and move work forward without waiting for detailed instructions. You follow through and close the loop. • Attention to detail: You spot inconsistencies, check assumptions and ensure that guidance, testing and release preparations are accurate and complete. • Big-picture thinking: You connect individual issues to wider user journeys, product goals and operational consequences. You can distinguish what is urgent from what is most consequential. • Sound judgement: You assess impact, navigate ambiguity and know when to investigate further, involve others or escalate. • Curiosity and analytical thinking: You ask useful questions, examine evidence and look beyond the first explanation. • Clear communication and collaboration: You make complex changes understandable, adapt your communication to different audiences and work constructively across teams. • User empathy: You consider how people with different levels of digital confidence and accessibility needs will experience a change. • Practical enthusiasm for AI: You are keen to experiment, learn and demonstrate how new tools can improve the quality or efficiency of your work. You do not need to be a software engineer, but you should be comfortable learning how digital products work and discussing issues with technical teams. What success looks like Releases are operationally ready, frontline teams are well prepared, and emerging issues are identified and acted on promptly. User insights inform product priorities, and improvements are evaluated against whether they resolve user problems. Operational workflows become more reliable and efficient, with thoughtful use of AI and automation Success is demonstrated through measurable improvements in citizen experience, operational effectiveness and the ability to identify and address problems proactively. 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