Senior Product Ops Specialist

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. The Senior Product Ops Specialist is an autonomous expert operator responsible for driving product onboarding, adoption, and usage operations across agencies. Their core scope includes managing trial conversions, running bi-weekly customer coordination meetings, monitoring usage dashboards, analyzing support tickets to resolve recurring pain points, and leading operational readiness for new product rollouts. Operating with high strategic alignment and cross-functional leadership, the role also encompasses proposed expansions into strategic agency engagement, solution consultant oversight, and end‑to‑end management of the annual developer survey. About the Role The Senior Product Ops Specialist will play a pivotal operational role across Developer Productivity and Services , including on established platforms like SHIP-HATS, our Paas Offerings and growing areas like AI. Operating as a critical bridge between functional teams (such as Engineering, PM, SCs) and external government agencies, and customers, the position drives smooth onboarding, product adoption, feedback synthesis, and cross‑functional operational alignment to ensure agencies maximize value from our products and launches. What you will be working on • Drive Onboarding & Usage Operations: Lead general product onboarding, support agency usage, resolve issues alongside Solution Consultants, and manage dedicated migration initiatives. • Facilitate Cross-Functional Engagement: Lead recurring customer forums and lead strategic agency engagement to accelerate product adoption and align technical and product goals. • Monitor Adoption Metrics & Service Insights: Track adoption dashboards and analyze ticket feedback to recommend key product enhancements and operational process improvements. Support Product Management teams in driving up operational excellence. • Manage Product Launches & Surveys: Coordinate operational readiness for new product rollouts and direct end‑to‑end execution of customer satisfaction initiatives like the Annual Developer Survey. • Provide Team Guidance & Operational Leadership: Provide operational oversight for customer-facing teams, establish best practices across problem spaces, and mentor team members. What we are looking for • Onboarding & Usage Operations: Drive general product onboarding, manage agency trials and conversion pipelines, and oversee specific migrations like MAS. • Customer Coordination: Own and run bi-weekly cross‑functional meetings with SCs, Engineering, PM, and CTMO to surface and resolve agency issues. • Adoption Monitoring: Monitor product adoption and usage metrics via dashboards to inform operational and product strategies. • Ticket Analysis & Pain Point Resolution: Oversee Jira and feedback tracking systems to identify recurring agency pain points and translate them into actionable improvement recommendations. • New Product Rollouts: Coordinate onboarding, agency communications, and go‑to‑market activities for new launches such as Claude Code. • Strategic Expansion (Proposed): Take ownership of strategic agency engagement, Solution Consultant team oversight, and the end‑to‑end Annual Developer Survey. 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 #J-18808-Ljbffr