The posting
About Singpass
Singpass is Singapore’s trusted digital identity platform, enabling millions of citizens and residents to securely access digital services across government and private sectors.
As Singpass continues to evolve, we are looking for passionate individuals to help us build products and services that are reliable, scalable and simple for our users and partners.
About the Team
Product Operations helps Singpass products succeed by connecting product development with the realities of customers, partners and operations.
We work closely with Product, Engineering, Design, Policy, Operations and other teams to ensure products are operationally ready, customer and partner feedback informs product decisions, and operational processes can scale effectively.
As a Product Operations Specialist, you will help identify and solve operational problems, improve how teams work, and translate operational and customer insights into better product outcomes.
You will be expected to take ownership of your work, collaborate across functions, and proactively identify opportunities to improve the experience of our users, partners and internal teams.
What You’ll Do
Operational Readiness & Go-to-Market
- Partner with Product Managers, Designers, Engineers and other stakeholders to identify operational requirements, dependencies and risks early in the product development lifecycle.
- Support and drive operational readiness for new products and features, including support models, workflows, escalation paths, communications, training and rollout plans.
- Ensure frontline and operational teams are prepared to support new products and product changes.
- Monitor post-launch performance and translate operational learnings into product and process improvements.
- Identify and mitigate operational risks that could affect service delivery, customer experience or successful product adoption.
Product Operations & Process Improvement
- Own operational problems within your area and drive them towards measurable outcomes.
- Analyse existing workflows and identify opportunities to improve efficiency, reliability and customer or partner experience.
- Investigate recurring issues and operational bottlenecks to understand their root causes rather than addressing symptoms alone.
- Design and implement scalable processes, workflows and operating practices that reduce unnecessary operational effort.
- Identify opportunities to simplify, automate or eliminate repetitive operational work through workflow automation, AI and other digital tools.
- Continuously review existing processes and challenge ways of working that no longer deliver sufficient value.
Customer, Partner & Product Insights
- Gather and synthesise insights from customers, partners, frontline teams and operational data to identify recurring pain points and emerging issues.
- Translate qualitative and quantitative insights into clear recommendations for Product and other teams.
- Partner with Product teams to prioritise operational improvements and influence product roadmaps.
- Establish feedback loops so that operational and customer signals lead to appropriate action and subsequent measurement.
- Advocate for improvements that address the underlying causes of customer or partner friction and deliver measurable impact.
Data & Operational Intelligence
- Use data to understand product and operational performance and support better decision-making.
- Define and track meaningful operational metrics that provide visibility into service health, customer or partner experience, product adoption and operational demand.
- Analyse trends and patterns to identify emerging risks, recurring issues and opportunities for improvement.
- Develop dashboards and reporting where appropriate, while identifying opportunities to automate recurring analysis and reporting.
- Combine operational data, customer feedback and other evidence to form clear recommendations and assess whether interventions have achieved their intended outcomes.
Stakeholder & Cross-functional Collaboration
- Work closely with Product, Engineering, Design, Policy, Customer Experience, Operations and external partners to solve operational problems.
- Facilitate alignment across stakeholders with different priorities, constraints and perspectives.
- Clearly communicate operational issues, trade-offs, risks and recommendations to both technical and non-technical stakeholders.
- Balance user and partner needs, operational realities, product priorities and organisational objectives.
- Proactively identify where unclear ownership or cross-team dependencies are preventing progress and help establish a practical way forward.
Requirements
What We’re Looking For
Experience
- At least 2 years of relevant experience in Product Operations, Service Operations, Customer or Partner Operations, Technical Operations, Delivery Management, Project Management, or a related field.
- Experience working in technology or digital product environments involving multiple stakeholders.
- Demonstrated ability to independently manage projects, operational problems or process improvements from problem identification through implementation.
- Experience improving processes, workflows, customer journeys or operational performance.
- Experience working across functions and influencing stakeholders without relying on formal authority.
Product Operations Capabilities
You should be able to demonstrate:
- Ownership: Take responsibility for problems and outcomes, work independently with appropriate guidance, and proactively identify next steps.
- Operational problem-solving: Break down operational problems, identify root causes and develop practical solutions.
- Process improvement: Identify inefficient or manual ways of working and design simpler, more scalable approaches.
- Data-driven decision-making: Use data and other evidence to identify problems, make recommendations and measure outcomes.
- Customer and partner orientation: Understand customer and partner needs and translate their experiences into operational or product improvements.
- Risk awareness: Identify operational risks and develop appropriate mitigations and escalation approaches.
- Cross-functional collaboration: Work effectively across Product, Engineering and other functions to deliver outcomes.
- Continuous improvement: Challenge existing ways of working and actively look for opportunities to improve how products and operations function.
Technical & Analytical Skills
- Comfortable working with operational data, metrics, dashboards and reporting.
- Able to analyse data and translate findings into clear insights and recommendations.
- Familiarity with analytics or querying tools such as SQL is advantageous but not required.
- Familiarity with operational tools such as CRM, ticketing, workflow automation, analytics or collaboration platforms is advantageous.
- Comfortable experimenting with automation and AI-enabled tools to improve operational workflows and productivity.
Personal Attributes
We are looking for someone who is:
- Curious and willing to understand how and why things work.
- Structured and analytical in approaching problems.
- Comfortable operating in ambiguity and working through problems that may not have obvious solutions.
- Proactive and willing to take ownership rather than wait for instructions.
- Able to communicate clearly with both technical and non-technical stakeholders.
- Collaborative and comfortable working across organisational boundaries.
- Open to feedback and continuously looking for ways to improve.
- Focused on outcomes rather than simply completing activities.
- Passionate about building products and services that have meaningful impact at scale.
Benefits
Why Join Us
This role offers the opportunity to:
- Work on digital identity products and services used by millions of people.
- Solve operational problems that directly affect customer and partner experience.
- Work closely with Product, Engineering, Design and other disciplines throughout the product lifecycle.
- Influence both product decisions and how products are operated at scale.
- Build experience across product launches, customer and partner insights, operational analytics and process improvement.
- Explore how automation and AI can fundamentally improve how Product Operations works.
- Help shape Product Operations practices within one of Singapore’s most important digital platforms.
- We promote a learning culture and encourage you to grow and learn.
- Annual Leave Benefits with additional perks such as Family Care and Birthday Leave.
- 2- year Direct Contract comes with permanent benefits
Join us and discover a meaningful and exciting career with Assurity Trusted Solutions working in Singpass team!
The remuneration package will commensurate with your qualifications and experience. Interested applicants, please click "Apply Now".
We thank you for your interest and please note that only shortlisted candidates will be notified.
By submitting your application, you agree that your personal data may be collected, used and disclosed by Assurity Trusted Solutions Pte. Ltd. (ATS), GovTech and their service providers and agents in accordance with ATS’s privacy statement which can be found at: or such other successor site.
