Product Operations Specialist

**Who we are**:
**Open Government Products** is an experimental tech start-up team within the government that consists mainly of engineers, designers, and product managers who build 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. As an experimental team, we have redesigned our organisation to move quickly, fail fast, and scale what works to deliver the maximum public good within a larger bureaucracy. We think about how we run the organisation from first principles, keep a flat hierarchy to maximise ownership, and bypass bureaucracy to focus on delivery of good products through a good organisation. We work on real problems, build for the user, and push for change.

Projects we've worked on include:
**Parking.sg** - A mobile app alternative to parking coupons. It lets users pay, extend, and refund their parking sessions using just their phones.

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

**Isomer** - An easy-to-deploy static website building and hosting service to let government agencies create usable, secure, and faster informational websites quickly.

**Vaccine.gov.sg** - The national COVID-19 vaccine registration and appointment system, developed to help people register for the vaccine in order of priority, and manage the supply and demand of vaccines to increase the rate at which Singapore’s population was vaccinated against COVID-19.

**PaySG** - A platform to enable digital payments for government services, initially used for payments for COVID-19 swab tests and Stay-Home Notices for incoming travellers.

**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.

**What does a Product Operations Specialist do?**:
As a Product Operations Specialist (SGC), you drive the success of user experience, by managing user onboarding, training, and support for Secure Government Communications, an enterprise omni-channel communication management system designed for Singapore Government agencies who contact members of the public as part of their daily operations.

Due to the nature of the work, this role is primarily in person, and travelling to government agency offices for training sessions and/or agency meetings is expected.

**Responsibilities**:

- Design an onboarding/change management strategy to onboard all agencies in the assigned sector (healthcare/education)
- Manage a team of junior executives to execute the said strategy
- Design and conduct onboarding sessions for agencies, including handling user FAQs and follow-up work as needed
- Maintain a close partnership with a range of stakeholders, from end users to senior management, to support product deployment
- Set up and maintain product support workflows, automations, guides, and tooling
- Support the team in updating user onboarding documentation, such as guides, FAQs, and training materials
- Gather and maintain user feedback for further analysis
- Identify key issues from user feedback, and deliver user insights to the team for further product development
- Optimise internal and external workflow and documentation to improve team efficiency
- Work closely in the SGC product team with Product Managers, Engineers and Product Designers to continually improve the product

This is a 12-month contract role that can start immediately. Depending on your performance and project needs, we may provide the option for your contract to be extended to a full-time role.

**You'll need**:
Do you believe that the government can communicate with the public more effectively than it currently does? Do you think you have the skills to do so? We are seeking an exceptional product operations specialist who will work together with the SGC team. You will be responsible for protecting citizens from government impersonation scams by building trusted channels to make it clear to members of the public that these are messages and calls from the government.

We are looking for people who demonstrate these skills:

- Have relevant government context - either previous experience working for the SG Government or within the hospital/education sector or government-linked enterprises
- Strong ability in operations, with experience customer success and operational efficiency (i.e. mobilising a team, planning for onboarding schedules and goals)
- Comfortable and thrives in environment where change management is key (ops workflows, system changes)
- Feel comfortable with technical concepts and are able to explain how our products work to a range of audiences (e.g. familiarity with APIs will be helpful)
- Able to empathise with users, suss out the root of the problem they are facing, and problem-solve independently
- Co