Product Operations Specialist

Who we are 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.Our workYou 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 role**:
As a Product Operations Specialist in the healthcare team, you scale the success of the product by upholding user satisfaction, providing feedback insights, and strengthening operational practices.

Due to the nature of the work, this role is primarily in person, and regular visits to public healthcare institutions is expected.

Concretely, you are expected to:

- Work closely in a product team with Product Managers, Engineers and Product Designers to continually improve our products
- 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
- Set up and maintain user onboarding documentation, such as guides, FAQs, and training materials
- Gather and maintain user feedback in the form of dashboards for further analysis
- Identify key issues from user feedback, and deliver user insight to the team for further product development
- Optimise internal and external workflow and documentation to improve team efficiency
- Identify opportunities to increase user adoption by implementing propagation strategies, improving user onboarding experience, and managing user training

**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 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.**:
We are looking for people who demonstrate these skills:

- Able to empathise with users, suss out the root of the problem they are facing, and problem-solve independently
- Communicate and work effectively with a range of users, from end-users to senior management
- Ability to drive change and chart a direction when working on open-ended problems
- Strong ability in opera