Assistant Director / Deputy Director Product Operations (MOE)

About Government Technology Agency The Government Technology Agency (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. We empower our people to master their craft through continuous and robust learning and development opportunities all year round. Our GovTechies embody our Agile, Bold and Collaborative values to deliver impactful solutions. GovTech aims to transform the delivery of Government digital services by taking an "outside-in" view, putting citizens and businesses at the heart of everything we do.

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 .

How We Think About Product Operations

Before describing the role, it is worth being clear about our beliefs — because they shape what we hire for, how we measure success, and what kind of leader we are looking for.

Product Operations exists to make it easier for product teams to deliver citizen-centric outcomes at scale, with precision and reliability. Where Product Managers focus on "what" and "why", Product Operations focuses on "how well" and "how efficiently" we deliver.

Role Overview

As an Assistant Director / Deputy Director of Product Operations in DXD (Digital Excellence & Products Division), you are accountable for designing, implementing, and driving adoption of product operations capabilities within a core digital vertical portfolio.

You are a senior leader who defines the vision and strategy for product operations across a cluster of agencies. You focus on operational excellence at scale — building frameworks that align with organisational strategy and enable efficient, consistent, and impactful product delivery. You partner with executive stakeholders, drive cross-functional alignment, mentor senior talent, and champion a culture of continuous improvement.

In the GovTech context, this means shifting the organisation from ad-hoc coordination structures to sustained operating cadences — portfolio reviews, cross-agency alignment forums, and scaled feedback systems that continuously inform product strategy across policy cycles and legacy environments.

Target Portfolio Scope

You will be accountable for end-to-end product operations across a core digital vertical portfolio or cluster of agencies, which may include:

Parents-facing applications and services

Teacher professional learning and development platforms

Student Learning Space (SLS) and related ecosystem products

National placement and registration services (e.g. OnePlacement)

Platform & Infrastructure (e.g. Data, AI and Identity Management)

HQ functions (e.g. HR and Corporate Finance)

Within this scope, you will partner closely with business owners (e.g. schools, HQ divisions, Academy of Singapore Teachers) and align with central DXD standards and practices.

Key Responsibilities

Organised across the 5 core pillars of Product Ops at GovTech:

Strategic Partnership

Define and drive the Product Ops vision and strategy across a cluster of agencies, partner with executive stakeholders to align operational priorities with agency and Smart Nation objectives

Position Product Ops as a force multiplier for PMs — co-owning outcome metrics like PM Strategic Time Index, launch success rates, and Playbook Standardisation Rate

Drive development and implementation of operational strategies aligned with the mission of a cluster of agencies, own funding and procurement strategies at the cluster level

Drive cross-agency strategies to proactively shape the impact of policy changes on product operations, oversee policy review processes and integrate them with operational frameworks

Data-Driven Insights

Drive a data-driven culture across agencies — championing the use of objective indicators in all governance, tooling, and process decisions

Author cross-agency user research initiatives that inform and shape operational strategy at scale

Build automated reporting and dashboarding systems that provide real-time visibility to product leadership, implement data governance and quality assurance processes that ensure trusted insights

Hold the cluster accountable to the Product Ops scorecard: PM Strategic Time Index, Insights Activation Rate, Collaboration Health Score, Feedback-to-Feature Conversion Rate

Operational Excellence

Drive operational excellence across a cluster of agencies, lead development of cross-agency operating frameworks that enable consistent, high-quality product delivery

Champion innovative practices that raise the standard of product performance across the cluster, conduct regular maturity assessments and drive continuous capability uplift

Oversee robust risk management and incident management frameworks across agencies, ensuring compliance and operational resilience at scale

Develop lightweight, scalable governance frameworks that provide clear product delivery oversight without creating bottlenecks, design quality assurance standards that reduce launch risk

Voice of Customer

Drive user support and engagement optimisation across multiple agencies, improving overall user satisfaction and product adoption

Spearhead the design of scaled feedback infrastructure — ensuring user signals from citizens, educators, and students are systematically captured, triaged, and routed to inform product roadmaps

Maintain closed-loop feedback processes that visibly connect user input to product decisions across the cluster

Cross-Functional Orchestration

Build and lead high-performing product operations teams across agencies, significantly elevate the function's capabilities at scale

Drive cross-functional collaboration and alignment between practice leads on cluster-level operational strategies — ensuring everyone sees the same information and understands their decision rights

Serve as a formal mentor to senior product operations talent, actively develop their careers and build the next generation of Product Ops leaders

What Success Looks Like

We hold Product Ops leadership to a clear, outcome-oriented scorecard. You will know you are succeeding when:

PM Strategic Time Index improves across the cluster — PMs spend more time on strategy, research, and user engagement, and less on coordination overhead

Product teams deliver more predictably with clear visibility of risks, dependencies, and progress

Launches are smoother across agencies, with fewer last-minute issues, stronger adoption, and measurable reduction in post-launch incidents

Product leaders have reliable operational and adoption insights, driven by trusted data, not anecdotes, to support strategic decisions

Playbook Standardisation Rate improves — teams across agencies use shared playbooks and templates rather than reinventing processes each cycle

Governance enables confidence without unnecessary overhead — lightweight, decision-enabling, not bureaucratic

A high-performing, cross-agency Product Ops function is established with consistent standards, strong talent, and measurable citizen-facing impact

What We Are Looking For

Senior Operations Leadership: Proven ability to design, implement, and embed product operations frameworks across multiple agencies or portfolios at scale

Pit Crew Leader Mindset: You understand that your job is to make the whole system win — building enabling infrastructure, not owning the product. You measure your success by how much better PMs can do their job

Data-Driven Thinking: Advanced fluency in product analytics, metrics framework design, and insight generation — and the ability to build a culture where data shapes decisions at every level

Systems Thinking: Demonstrated capability to design scalable solutions that work across complex, multi-agency environments without creating unnecessary process overhead

Stakeholder Leadership: Strong ability to influence and align diverse stakeholders — from product teams to executive partners — around operational improvements and strategic direction

Organisational Navigation: Comfort operating within government and public-sector constraints, including procurement, policy, inter-agency dynamics, and consensus-building norms

People Leadership: Passion for developing high-performing teams, mentoring senior talent, and building collaborative Product Ops communities of practice across GovTech

Strategic Mindset: Ability to connect operational excellence to broader product strategy and citizen value — not just execution, but impact at scale

Education

Bachelor's degree in Business Administration, Information Systems, Engineering, or related fields

Master's degree preferred in Business Administration (MBA), Information Systems, or Operations Management

Experience

10+ years of professional experience in product operations, operations management, or delivery roles

Demonstrated senior leadership across multiple product portfolios or agencies, with a track record of building and scaling high-performing operational functions

Proven ability to design and implement scalable processes, governance frameworks, and operational standards with cross-agency impact

Experience in product-focused, agile, or technology-driven environments

Background in educational technology or government digital services is advantageous

Technical Competencies

Advanced proficiency in data analysis and visualisation tools (SQL, Python, Tableau, or similar)

Strong understanding of agile methodologies, modern delivery toolchains, and product development workflows

Expertise in operational metrics framework design and insight generation

Familiarity with common product operations tools and platforms (e.g. Jira, Zendesk, Confluence)

Experience with governance design, risk management frameworks, and incident management protocols

GovTech is an equal opportunity employer committed to fostering an inclusive workplace that values diverse voices and perspectives, as we believe it is key to innovation.

Our employee benefits are based on a total rewards approach, offering a holistic and market-competitive suite of perks.

We champion flexible work arrangements (subject to your job role) and trust you to manage your time to deliver your best.

Learn more about life inside GovTech at go.gov.sg/GovTechCareers