Senior / Product Ops (MSF)

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.

Role Overview

Before describing the role, it is worth being clear about our beliefs because they shape everything about how we hire, what we value, and how we measure success.

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.

As a Product Ops Specialist (L2) or Senior Product Ops Specialist (L3) in MSF (Ministry of Social and Family), you are accountable for managing operational aspects of one or more digital products from implementation and ongoing support through to continuous improvement.

You develop operational strategies and work closely with cross-functional teams to deliver on product goals. You define operational requirements, prioritise improvements based on business impact, and ensure product operations run smoothly. At the senior level, you operate with high autonomy across a large or multi-product problem space — addressing complex, often unprecedented challenges, guiding others, and influencing practices beyond your immediate team.

In the GovTech context, this means shifting from ad-hoc coordination to sustained operating cadences — monthly portfolio reviews, ongoing voice-of-customer programmes, and standardised playbooks that scale across schools, agencies, and policy cycles without constantly reinventing the wheel.

Target Portfolio Scope:

You will support product operations within one or more assigned product areas in MSF.

Within this scope, you will partner closely with business owners and Product team on aligning standards and practices.

[What you will be working on]

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

Strategic Partnership

Act as a strategic partner to Product Managers, co-owning outcome metrics like PM Strategic Time and launch success rates, not functioning as administrative support

Build trusted relationships across product, engineering, design, policy, and business owner teams, ensure alignment on operational priorities

Drive development of long-term operational strategies that enhance user experience and efficiency, lead business case processes from conceptualisation to approval, including POC/POV development and preparation of approval papers

Data-Driven Insights

Drive development and implementation of data-driven strategies to improve operational and product decision-making

Champion the product intelligence infrastructure for your product area — dashboards, telemetry, feedback repositories and ensure insights are activated in decisions, not just displayed

Surface structured, actionable insights that feed directly into PM prioritisation, track metrics such as Insights Activation Rate and Feedback-to-Feature Conversion Rate

Operational Excellence

Drive establishment of best practices in product operations across a large problem space or multiple product areas

Design and maintain reusable playbooks, templates, and operating standards that make good ways of working the default, not the exception

Lead risk and incident management strategies for complex operational problems, lead audit support ensuring compliance across your product areas

Voice of Customer

Drive user support and engagement strategies across a large problem space or multiple product areas

Design systematic feedback loops — collecting, triaging, and routing user feedback at scale so roadmaps are grounded in real citizen and educator needs

Own operational excellence in change communication and go-to-market execution for product launches, ensure users and schools are ready before go-live

Establish and maintain best practices for feedback management and closed-loop resolution

Cross-Functional Orchestration

Build and maintain clear operating cadences across product, engineering, ops, and vendor teams — ensuring everyone sees the same information and understands their decision rights

Drive operational initiatives aligned to organisational goals, actively contribute to optimizing for growth

Own mentoring and development of team members across your problem team, help grow the Product Ops community of practice within DXD

Drive OKR development that measures product and operational success, ensure operational processes align with strategic product and agency goals

What Success Looks Like

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

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

User feedback and engagement signals are systematically captured and visibly shape product improvements (Feedback-to-Feature Conversion Rate)

Launches are supported by well-executed operational and change readiness, with fewer last-minute issues and stronger adoption

Risks are proactively identified and mitigated, incidents are managed with clear accountability and rapid response

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

You are a go-to operational expert across your product areas — trusted to mentor peers, resolve complex problems, and influence practices beyond your immediate team

[What we are looking for]

Operational Ownership: Demonstrated ability to manage end-to-end product operations with growing scope and autonomy — you own the problem, not just the task

Pit Crew Mindset: You see your role as enabling others to do their best work — removing friction, providing telemetry, and making good practices the default

Data Fluency: Comfort working with data to generate insights, support product decisions, and hold yourself accountable to measurable outcomes

Systems Thinking: Ability to design solutions that scale — not heroic one-off fixes, but enabling systems that endure across releases and policy cycles

User Centricity: Genuine care for both external users (citizens, educators, students) and internal users (PMs, engineers) — processes must reduce their friction, not add to it

Stakeholder Collaboration: Ability to work effectively across product, engineering, design, and business owner teams, comfortable influencing without authority

Growth Orientation: Hunger to grow craft, contribute to the Product Ops community of practice, and help others do the same

Education

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

Relevant certifications in product management, operations, or agile methodologies are advantageous

Experience

4–6 years of professional experience in product operations, operations management, project coordination, or related roles

Demonstrated ability to operate independently on complex, ambiguous problem spaces across one or more product areas

Experience working in cross-functional, agile, or technology-driven environments

Exposure to user research, feedback collection, or customer support operations is advantageous

Background in social services sector or government digital services is a plus

Technical Competencies

Proficiency in product operations tools (e.g. Jira, Confluence, or equivalent)

Intermediate proficiency in data analysis and visualisation tools, ability to design and implement data-driven operational strategies

Familiarity with agile methodologies and modern product delivery workflows

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. 

Please note that this will be a 2-year fixed term contract.

Learn more about life inside GovTech at go.gov.sg/GovTechCareers. Stay connected with us on social media at go.gov.sg/ConnectWithGovTech