Product Operations Specialist

**Who we are**:
**Open Government Products (OGP)** operates like a startup within the government; We are a fast-paced, dynamic team of engineers, designers, and product managers dedicated to public good. We autonomously identify opportunities to solve public problems using tech, rapidly prototype, and launch solutions—from citizen apps to automating public agency operations. Embracing an open-sourced and flat hierarchy, we cut through bureaucracy to focus on real-world, user-centric innovations that drive change.

**The Team**:
At Armoury, public service and operational excellence are at the core of what we do. You will have the opportunity to directly impact our product’s success and contribute to the broader mission of delivering outstanding user experiences. If you’re someone who thrives in dynamic environments and loves to solve puzzles, we’d love to hear from you.

**About the Role**:
Armoury is seeking a dynamic Product Operations Specialist to scale our product’s success and ensure high user satisfaction. You will work at the intersection of product development, customer success, and operational excellence—transforming user insights into actionable strategies and driving the operational efficiency of our products.

**Key Responsibilities**:

- ** Stakeholder Partnership**:

- Collaborate with stakeholders, from end users to senior management, to understand their requirements and support product deployment.
- Establish clear communication channels to ensure consistent and effective information flow across internal and external partners.
- ** Operational Excellence**:

- Develop and maintain product support workflows, onboarding protocols, and training documentation.
- Investigate, triage, and troubleshoot product-related issues, providing timely and effective solutions.
- Work with partners to optimise operational processes and workflows for improved efficiency and performance.
- ** User Engagement and Feedback**:

- Actively gather, analyse, and communicate user feedback to inform product decision-making.
- Organise and conduct user onboarding and training sessions to maximise product adoption and satisfaction.
- ** Crisis and Contingency Management**:

- Work with stakeholders to develop and execute contingency plans and crisis management protocols, ensuring mínimal disruption to operations.
- ** Passionate Problem-Solver**:

- Demonstrates a strong ability to empathize with users, identify the root causes of problems, and independently devise effective solutions.
- ** Effective Communicator**:

- Proven ability to communicate and work collaboratively with a wide range of users, including both technical and non-technical stakeholders.
- ** Change Agent**:

- Comfortable driving change and charting new directions when faced with open-ended challenges.
- ** Operational Expertise**:

- Experience in product development, customer success, strategy, or operational efficiency is highly valued.
- Prior experience in product operations or product management in fast-paced environments is a plus.
- ** Technical Proficiency**:

- Ability to grasp technical concepts and explain product functionalities to diverse audiences.
- Demonstrated technical skills and a hands-on approach are beneficial.
- ** Initiative and Adaptability**:

- Proactive, self-driven, and comfortable challenging the status quo to achieve optimal results.
- A track record of delivering tangible outcomes through both professional projects and personal initiatives is essential.

**Working at OGP**:
**Ownership and Autonomy** — Beyond technical tasks, this means having autonomy to voice opinions and suggest future directions. Building what you believe in drives the creation of great solutions.

**Rapid Prototyping** — We prioritise testing ideas over debating them, allowing us to identify problems quickly and convey possibilities to others. This fail-fast approach accelerates innovation.

**Flexibility** — We provide flexible work arrangements based on what works best for our team and its members, fostering a productive and supportive environment.

**Continuous Learning** — Drive professional growth by exploring new architectures, frameworks, and technologies. With dedicated yearly learning months and hackathons, continuous learning is essential as we tackle innovative ideas and challenges.

**Mission-Driven** — Our work is dedicated to the public good, aiming to improve the lives of Singapore citizens. We focus on creating impactful solutions that enhance the community and the place we call home.

**Our projects include**:
Parking.sg - A mobile app alternative to parking coupons. It lets users pay, extend, and refund their parking sessions just using their phones.

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

**FormSG** — A form builder tool for agencies to self-service and create online forms that capture classi