Senior Product Ops Specialist (Digital Academy)

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] Solve systemic operational problems: Identify root causes of fragmented workflows, duplicated effort, unclear ownership and inefficient processes across teams, products and enterprise systems. Address underlying problems rather than treating symptoms. Design end-to-end operations: Rethink how work flows across organisational boundaries, from employee requests and approvals to service delivery, support and reporting. Create simpler, more coherent experiences for both users and operational teams. Drive operational transformation: Redesign processes, establish clear responsibilities and introduce scalable operating models. Standardise common workflows while enabling teams to manage specialised needs independently. Enable automation and self-service: Use AI, agents, low-code tools and workflow automation to eliminate repetitive work, reduce manual handoffs and enable users and teams to complete tasks independently. Turn data into operational insights: Use product metrics, process data, user feedback and operational performance indicators to identify bottlenecks, prioritise improvements and measure impact. Drive product adoption and change: Understand why users adopt or struggle with products. Improve onboarding, communications, support and feedback mechanisms, and work with stakeholders to embed new ways of working. Connect users, products and operations: Establish effective feedback loops between officers, managers, operational teams and product teams. Translate recurring operational issues and user needs into actionable product and process improvements. Improve cross-functional execution: Work across Product, Engineering, Design, HR, Practices and other stakeholders to resolve dependencies, clarify decision-making, manage operational risks and ensure improvements are implemented effectively. Build scalable operational practices: Establish appropriate governance, service standards, operational metrics, knowledge management and continuous improvement mechanisms that allow products and services to scale without proportionally increasing manpower. Validate and deliver improvements: Prototype new workflows, test assumptions with users, implement changes and measure whether they improve experience, productivity and service outcomes. [What we are looking for] 5–8+ years of relevant experience in product operations, digital product delivery, service design, operational transformation or related roles, with greater scope and leadership expected at L4. Proven experience solving complex operational problems that span multiple teams, processes or enterprise systems. Strong systems thinking and problem-solving ability, with the judgement to distinguish root causes from symptoms and identify opportunities for structural improvement. Experience redesigning end-to-end workflows and delivering measurable improvements in efficiency, productivity or user experience. Strong analytical capabilities, using operational data, product metrics and user feedback to identify opportunities and guide decisions. Hands-on experience using AI tools, automation, low-code platforms or digital workflow solutions to improve operations. Understanding of digital product development and the ability to work effectively with Product Managers, engineers and designers. Experience driving product adoption, organisational change and continuous improvement across diverse stakeholder groups. Ability to influence stakeholders, challenge established practices constructively and navigate complex organisational dependencies. Comfortable working independently in ambiguous environments, taking problems from discovery through implementation and measurable outcomes. Pragmatic, resourceful and willing to experiment, prototype and implement solutions rather than relying solely on recommendations or coordination. Experience with SaaS platforms, enterprise systems, HR technology, learning technology, service operations or public sector digital transformation is a plus. [What success looks like] Simpler end-to-end experiences: Officers and operational teams can complete tasks more easily, with fewer handoffs, duplicated steps and disconnected processes. More productive operations: Manual administration, repetitive work and operational friction are significantly reduced through automation, self-service and better process design. Better product adoption: Users understand, adopt and benefit from digital products, with feedback continuously informing product and operational improvements. Clearer ownership and accountability: Cross-functional processes have well-defined responsibilities, decision rights and service expectations. Evidence-driven improvements: Teams use operational metrics, product data and user insights to identify problems, prioritise changes and demonstrate measurable impact. Scalable ways of working: Products and services can support growing demand without proportionally increasing operational overhead. Impact beyond Digital Academy: Improvements address shared operational challenges and establish practices or solutions that can be reused across GovTech. [Why join us] This is an opportunity to rethink not just how Digital Academy operates, but how products, processes and enterprise systems can work better together across GovTech. You will work on complex, meaningful problems, collaborate with multidisciplinary teams and have the opportunity to experiment with AI, automation and modern digital tools. You will have the space to challenge existing ways of working, build practical solutions and create improvements that can scale beyond a single team or product. We are looking for someone who sees the bigger picture — someone who can turn fragmented processes into seamless experiences, manual work into scalable operations and operational problems into lasting improvements. 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