Product Operations Lead

Open Government Products is an experimental tech start-up team within the government that builds technology for public good. We proactively identify areas where technology can help, test our prototypes with actual users, and bring our best ones to launch.

In the pursuit of innovation, we move quickly, take risks and fail fast if we must - scaling what works in order to deliver maximum value to the public. By keeping our citizen users at the heart of all our products, we focus on solving real problems through good governance. This means actively pushing for transparency across the government, modernizing and streamlining traditional processes, and bypassing bureaucracy if needed.

We work in small cross-functional product teams, usually with 5 - 8 members consisting of product designers, engineers, product managers, and data analysts. To maximize ownership and team collaboration, we believe in keeping a flat hierarchy for faster decision-making.

You will work on meaningful projects that solve problems pertinent to our society, from transportation, to education, to healthcare. The public sector is full of opportunities where even the simplest software can have a big impact on people’s lives. You will have direct ownership of your work with over 70% of our projects starting as ground up initiatives. Rather than working on commercial ventures commonly found in the startup scene, we're here to improve how we live as a society through what we can offer as a government. Projects we have worked on include:

COVID-19 Crisis Management – Developing digital tools to manage the spread of the pandemic, including the nationwide registration and booking of vaccination appointments. prioritising at-risk individuals, and designing for inclusivity.

ScamShield – An app that automatically filters scam messages from unknown contacts by running it through ScamShield’s on-device classifier and filter calls from numbers used in illegal activities. Users can also report scammers that may have slipped through.

Data.gov.sg – An open repository of all the Singapore Government's public data. It helps people understand the data using visualisations and articles, and provides real-time APIs for developers to use.

Parking.sg – A mobile app alternative to parking coupons. It lets users pay, extend, and refund their parking sessions just using their phones.

FormSG – A form builder tool for agencies to self-service and create online forms that capture classified data, with the goal of replacing paper forms.

Isomer – Isomer provides government agencies with an easy-to-deploy static website building and hosting service to create usable, secure and faster informational websites quickly.

PaySG – PaySG was developed to enable digital payments for government services, and was initially used for payments for COVID-19 swab tests and Stay-Home Notices for incoming travellers to Singapore.

An overview of all our other products can be found on our website.

The Product Operations team drives digital product success and scales product growth and impact. We do so through streamlining product support, promoting product adoption, gathering and synthesising user insights, and driving operational efficiency.

As a Product Operations Lead, you guide, enable, and develop the Product Operations team in the Healthcare vertical. You will be responsible for their overall performance, and ensure that they are supported with all the resources necessary to do their work well. In addition, you are responsible for the overall development of the Product Operations function, and the organisation.

Concretely, you are expected to:

• Work closely with the Healthcare vertical Product, Design, and Tech leads to continually improve our products and services
• Maintain a close partnership with a range of stakeholders, from end users to senior management, to scale the growth of our products and support product deployment
• Identify opportunities to improve operational workflows, processes, and toolkits across teams to optimise BAU workflows, maximise collaboration, and reduce repetitive work
• Provide direction, mentorship and guidance to your reports, and ensure a high quality of work across the vertical
• Hold responsibility for your reports’ overall performance and success, charting career development frameworks, skill development pathways, and performance evaluation assessments
• Contribute to the overall development of the Product Operations function, specifically in the areas of hiring, learning and development, and capacity building

This role is based in Singapore, due to the nature of this position and the need for immediate availability, we are looking for candidates who have the legal right to work in Singapore. Hybrid working arrangements are supported.

Rapid Prototyping

Instead of spending too much time debating ideas, we prefer testing them. This identifies potential problems quickly, and more importantly, conveys what is possible to others easily.

Ownership

In addition to technical responsibilities, this means having opinions on what is being done and having ideas on what should be done next. Building something that you believe in is the best way to build something good. We try to encourage individuals to work on projects that genuinely interest them.

Continuous Learning

Working on new ideas often means not fully understanding what you are working on. Fridays are set aside for you to take time to learn new architectures, frameworks, technologies, and any other skills that may be useful to your work.

Open communication

As an organisation, we are continuously growing and trying to improve the way we work. We maintain a culture where everyone’s voice can be heard. We regularly review our policies so that we can create a healthy and inclusive working environment for individuals of all backgrounds.

Who we are looking for

We look for individuals who take lots of initiative, enjoy the puzzle of solving open-ended problems, and are confident in challenging the status quo. Our team figures out the best way forward, not wait for instructions.
Public service is the core of what we do. This at times means ignoring political pressures, and pushing things through for what is best in public interest.

The ideal candidate demonstrate these skills:

• We look for individuals who take lots of initiative and are confident in challenging the status quo - i.e. those who figure out the best way forward, and not wait for instructions
• 5+ years of experience in product operations management in a fast paced environment. Demonstrated outcomes in prior work and personal projects matter more than academic degrees
• Deep understanding and expertise in operations and strategy, with a wide breadth of knowledge and experience in product development, customer success, strategy, and operational efficiency. Demonstrated technical ability and skills are a plus point
• Possess a strong suite of research techniques at your disposal to understand how best to use data in operations and growth, as well as measuring and tracking success
• Excellent mentorship, collaboration, and communication skills. Possess a high ability to impart skills in utilising tools, strategy, and experimentation in an easily understandable way. Demonstrated ability in change management is a plus point
• Experience working with/in the Singapore healthcare sector entities is preferred