Products Operations Manager

Assurity Trusted Solutions (ATS) is a wholly owned subsidiary of the Government Technology Agency (GovTech). As a Trusted Partner over the last decade, ATS offers a comprehensive suite of products and services ranging from infrastructure and operational services, authentication services, governance and assurance services as well as managed processes. In a dynamic digital and cyber landscape, where trust & collaboration are key, ATS continues to drive mutually beneficial business outcomes through collaboration with GovTech, government agencies and commercial partners to mitigate cyber risks and bolster security postures.

The Singpass team builds Singapore’s digital identity system.

This includes various personal authentication protocols, data sharing tools, and corporate identity systems through Corppass.

The team’s mission is to provide reliable digital identity infrastructure that streamlines transactions, enables businesses, and protects against fraud.

You will drive success by enabling the team to better serve end users and relying-party partners of our products. You will work at the intersection of Product, Engineering, Design and Customer Success, supporting the product post-launch through various operational activities.

What you will be working on: Elevate Users and Partners Experience

**Responsibilities**
- Resolve user issues efficiently by supporting Customer Experience (CX) and Partner Experience (PX) teams
- Own go-to-market strategy and education for users and partners to successfully onboard and use our products
- Create intuitive onboarding materials and documentation
- Develop users and partners’ feedback channels to strengthen engagement Drive Operational Excellence
- Implement automated workflows that reduce manual processes
- Establish metrics to track product and operational performance
- Design and maintain internal knowledge bases for consistent support Fuel Product Innovation and improvements
- Transform user feedback into actionable product insights
- Analyse usage patterns to identify improvement opportunities
- Participate in product planning to represent operational perspectives Enable Seamless Transitions
- Plan and execute change management for product updates
- Prepare teams (mainly CX and PX) for new features and policy changes
- Ensure users and partners are informed and prepared for system changes

**Requirements**:
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 waiting for instructions. Public service is the core of what we do and pushing things through for what is best in public interest.
- 2+ years of experience in product operations, project management, or a similar role within the technology industry is preferred, open to aspiring applicants who are interested as well.
- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.
- Strong sense of responsibility and are proactive in driving initiatives to completion.
- Excellent communication skills, with the ability to effectively collaborate with cross-functional teams and communicate complex concepts to diverse audiences.
- Detail-oriented with a focus on quality and continuous improvement.
- Genuine interest in learning the technical aspects of the products, specifically in API functionality and operations.

Nice to have:

- API Knowledge: Familiarity with REST APIs, particularly OpenID Connect and OAuth, which form the backbone of Singpass.
- Familiarity with Python, especially for data analysis, natural language processing (NLP), and topic modelling, is a plus.

What it is like working here:

- 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.
- Continuous Learning - Working on new ideas often means not fully understanding what you are working on. Taking time to learn new architectures, frameworks, technologies, and even languages is not just encouraged but essential.

Join us and discover a meaningful and exciting career with Assurity Trusted Solutions

**Benefits**
- A wholly-owned subsidiary of GovTech.
- We promote a learning culture and encourage you to grow and learn.