Product Ops Specialist (MOM)

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. [What you will be working on] To establish and manage the operational systems, analytics infrastructure, launch processes, feedback loops, and delivery practices required to support WorkPassConnect as a reliable and scalable platform for Work Pass Holders and MOM Producers. The WorkPassConnect platform is entering a critical phase of development, moving from POV-Beta through to broader rollout across the Work Pass Holder population by end 2027. As the platform scales to onboard additional MOM divisions and approved Producers, the operational complexity grows significantly — spanning producer onboarding, service configuration, cross-team coordination, and ensuring that shared capabilities such as authentication, consent management, and notifications are consistently and correctly implemented across all services built on the platform. This work requires dedicated Product Operations support that sits between the technical delivery team and the business stakeholders who depend on the platform. Without this capacity, the risk is that onboarding bottlenecks, inconsistent implementation of platform standards, and unresolved operational issues will erode the usability gains already demonstrated in early testing. The Product Ops role is a operational requirement for WorkPassConnect to fulfil its mandate as a unified, reliable, and scalable platform for Work Pass Holder-facing services. The scope for Product Ops include as follows: Product analytics and reporting Build and maintain analytics infrastructure and automated dashboards to provide centralised visibility into WorkPassConnect’s key metrics, user behaviour, and engagement trends. Product team has timely and reliable visibility of platform performance, user behaviour, adoption, and engagement trends. Platform operational workflows Establish and manage WorkPassConnect’s operational workflows, including Producer onboarding, incident handling, release processes, and cross-functional coordination. Platform operations are consistent, reliable, and scalable as more Producers and mini-services are onboarded. Launch readiness and release coordination Lead end-to-end launch readiness for new features and mini-services, including scope definition, success metrics, launch plans, risk registers, and post-launch retrospectives. New features and mini-services are launched in a structured and controlled manner, with clear readiness checks and post-launch learning. Voice of Customer programme Architect and manage WorkPassConnect’s Voice of Customer programme by consolidating user feedback, support data, and research insights into actionable recommendations. User feedback is systematically captured, analysed, and converted into product improvement opportunities. Closed-loop feedback management Implement feedback processes that track issue resolution, measure impact on user satisfaction, and ensure insights are fed back into the product backlog. User issues and pain points are not only captured but also tracked through to resolution and product improvement. Tooling, automation, and documentation Identify and implement tooling, automation, templates, and documentation practices to reduce manual coordination overhead and improve delivery quality across the product lifecycle. Reduced manual effort, better operational consistency, and improved delivery quality across WorkPassConnect’s product and operational workflows. [What we are looking for] Job Qualifications 3–5 years of relevant experience in product operations, product management, business operations, digital service delivery, data analytics, or technology project delivery, with demonstrated experience supporting product teams through analytics, operational workflows, launch readiness, and feedback management. Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, Public Policy, or a related field. Relevant experience should include: experience building or maintaining dashboards, reporting workflows, and product analytics mechanisms; ability to use data to monitor product performance, user behaviour, adoption, engagement, and operational health; experience establishing operational processes for digital products or platforms, such as onboarding workflows, release processes, incident handling, and post-launch reviews; experience coordinating cross-functional teams across product, engineering, design, data, operations, and business stakeholders; experience managing launch readiness for new features or services, including success metrics, risk tracking, launch plans, and post-launch retrospectives; experience consolidating user feedback, support data, research insights, and survey findings into actionable recommendations; experience managing user feedback processes, including consolidating feedback from surveys, support channels and research insights, tracking issue resolution, and translating findings into product improvements. familiarity with product operations and collaboration tools such as JIRA, Confluence, dashboarding tools, survey tools, and product analytics tools; understanding of Agile delivery, software development lifecycle, design thinking, and workflow automation practices; experience working in or with government agencies, large organisations, or multi-stakeholder platform environments would be advantageous. The role requires structured thinking, strong coordination skills, attention to detail, and the ability to turn operational complexity into clear processes. The incumbent should be comfortable working across data, feedback, delivery workflows, and stakeholder coordination. Key behaviours include: strong organisational and operational discipline; ability to design clear workflows, templates, and governance processes; strong analytical mindset and comfort working with product and operational data; excellent communication and stakeholder coordination skills; proactive approach to identifying process gaps and improving delivery quality; strong follow-through in issue tracking, feedback resolution, and post-launch monitoring; ability to work collaboratively with product, engineering, data, operations, and business teams; accountability for operational readiness, reporting visibility, and continuous improvement. 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