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. What you will be working on: 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.