Product Ops (PA)

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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 AttendPA AttendPA is an attendance management platform built by Open Government Products (OGP) for the People's Association, serving over 100 Community Clubs and 2,000 grassroots organisations. Users range from CC staff managing programme schedules to grassroots volunteers taking attendance on the ground. We need someone to own product operations for AttendPA. That means user support, agency enablement, data analytics, and internal operations - with a direct line to the product team and the agencies depending on the platform. [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 Familiarity with tools such as Zendesk, Metabase, or Grafana 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 of

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