Product Ops Specialist, CCYC

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. 

[About CCYC]
CCYC (Culture, Community and Youth Cluster) is a part of GovTech's Government Digital Transformation team where we support the Ministry of Culture, Community and Youth (MCCY) and its statutory boards — such as the National Arts Council (NAC), People’s Association (PA), Sport Singapore (SportSG), and MUIS—by delivering digital solutions that promote social cohesion, cultural vibrancy, and youth engagement.

Our growing suite of products include the following:

Community Engagement Platforms - Digital products that enable citizens to participate in grassroots and national events, including Volunteer Management, Community Event Registration, Feedback and Ideation products for civic engagement.

Cultural Participation and Arts Enablement - Event Discovery and Ticketing, Grant Application for Arts Funding, Digital Storytelling and Archival products.

Youth Development and Empowerment - Platforms for Youth Leadership and Volunteering Opportunities, Gamified Learning Tools for civic education, Co-creation Platforms for Youth Policy Input etc.

Sports and Active Lifestyle - Facility booking, Fitness tracking and Rewards, Data Platforms for Sports Policy and Performance Tracking

[What you will be working on] 

• Establish and optimise product feedback loops by collecting, analysing, and synthesising user insights, support tickets, and stakeholder input into clear product recommendations
• Drive cross-functional alignment by facilitating communication between product management, engineering, design, engagement, and policy functions to ensure coordinated product delivery
• Own feature release readiness by ensuring user onboarding flows, support documentation, and success metrics are in place ahead of each release
• Analyse product performance through data analysis, user behaviour tracking, and operational metrics to identify improvement opportunities and inform product roadmap decisions
• Build operational infrastructure including dashboards, reporting systems, process documentation, and workflow automation to support scalable product operations
• Own and execute internal operational workflows — including user onboarding, admin permissions, and offboarding — and identify process inefficiencies to implement improvements independently
• Investigate and resolve complex product issues highlighted by users by coordinating across teams, analysing root causes, and implementing systematic solutions to prevent recurrence
• Plan and deliver onboarding workshops and training sessions for Community Club staff and grassroots leaders; assess agency readiness post-training, iterate on the approach, and re-engage users at risk of churning

[What we're looking for] 

Technical capabilities

• Proficiency in data analysis tools and SQL for extracting insights from product usage data, user behaviour metrics, and operational databases
• Experience with product analytics platforms, CRM systems, and project management tools to track performance and coordinate cross-functional initiatives
• Strong spreadsheet and dashboard creation skills for building operational reporting and tracking systems

Analytical and problem-solving skills

• Ability to structure complex, ambiguous problems into clear analytical frameworks and actionable solutions
• Strong pattern recognition skills to identify trends in user feedback, operational data, and product performance metrics
• Experience translating qualitative user insights and quantitative data into practical product recommendations
• Capability to conduct root cause analysis and develop systematic approaches to recurring operational challenges

Communication and collaboration

• Written communication skills for creating clear documentation, release notes, and user guides that work for both technical and non-technical audiences
• Strong facilitation abilities to run cross-functional meetings      across product management, engineering, design, policy, and ops; able to align stakeholders and move decisions forward

Ways of working

• Strong product intuition and user empathy to understand customer needs and operational pain points
• Comfortable operating in fast-paced, ambiguous environments whilst maintaining attention to detail
• Proactive mindset with ability to independently identify problems and drive solutions to completion
• Bias towards automation and scalable processes to reduce manual work and improve operational efficiency
• Genuine interest in public good and in how technology can improve the way government serves people

Good to Have

• Experience in a product operations, technical support, or customer success role
• Experience working cross-functionally with product management, engineering, design, policy, and ops teams
• Prior exposure to working with public agencies or community organisations

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