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 the role]

The Singpass team builds Singapore’s digital identity system. This includes various personal authentication protocols, data sharing tools, and corporate identity systems through Corppass. The team’s mission is to provide reliable digital identity infrastructure that streamlines transactions, enables businesses, and protects against fraud.

As a Product Operations Specialist in the team, you will drive success by enabling the team to better serve end users and relying-party partners of our products. You will work at the intersection of Product, Engineering, Design and Customer Success, supporting the product post-launch through various operational activities.

The ideal candidate must have the passion and desire to achieve high customer satisfaction and advance their own knowledge and gather feedback to improve our Products.

[What you will be working on] 

Elevate Users and Partners Experience

• Resolve user issues efficiently by supporting Customer Experience (CX) and Partner Experience (PX) teams
• Own go-to-market strategy and education for users and partners to successfully onboard and use our products
• Create intuitive onboarding materials and documentation
• Develop users and partners’ feedback channels to strengthen engagement

Drive Operational Excellence

• Implement automated workflows that reduce manual processes
• Establish metrics to track product and operational performance
• Design and maintain internal knowledge bases for consistent support

Fuel Product Innovation and improvements

• Transform user feedback into actionable product insights
• Analyse usage patterns to identify improvement opportunities
• Participate in product planning to represent operational perspectives

Enable Seamless Transitions

• Plan and execute change management for product updates
• Prepare teams (mainly CX and PX) for new features and policy changes
• Ensure users and partners are informed and prepared for system changes

[What we are looking for] 

• We look for individuals who take lots of initiative, enjoy the puzzle of solving open-ended problems, and are confident in challenging the status quo. Our team figures out the best way forward, not waiting for instructions. Public service is the core of what we do and push things through for what is best in public interest.
• Bachelor’s degree or equivalent in any discipline.
• 2+ years of experience in product operations, project management, or a similar role within the technology industry is preferred, open to aspiring applicants who are interested as well.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.
• Strong sense of responsibility and are proactive in driving initiatives to completion.
• Excellent communication skills, with the ability to effectively collaborate with cross-functional teams and communicate complex concepts to diverse audiences.
• Detail-oriented with a focus on quality and continuous improvement.
• Genuine interest in learning the technical aspects of the products, specifically in API functionality and operations.

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