Singpass Product Ops Specialist - Direct ; Perm

Singpass is Singapore’s trusted digital identity platform, enabling millions of citizens and residents to securely access digital services across government and private sectors.

As Singpass continues to evolve, we are looking for passionate individuals to help us build products and services that are reliable, scalable and simple for our users and partners.

Product Operations helps Singpass products succeed by connecting product development with the realities of customers, partners and operations.

We work closely with Product, Engineering, Design, Policy, Operations and other teams to ensure products are operationally ready, customer and partner feedback informs product decisions, and operational processes can scale effectively.

As a Product Operations Specialist, you will help identify and solve operational problems, improve how teams work, and translate operational and customer insights into better product outcomes.

You will be expected to take ownership of your work, collaborate across functions, and proactively identify opportunities to improve the experience of our users, partners and internal teams.

• Partner with Product Managers, Designers, Engineers and other stakeholders to identify operational requirements, dependencies and risks early in the product development lifecycle.
• Support and drive operational readiness for new products and features, including support models, workflows, escalation paths, communications, training and rollout plans.
• Ensure frontline and operational teams are prepared to support new products and product changes.
• Monitor post-launch performance and translate operational learnings into product and process improvements.
• Identify and mitigate operational risks that could affect service delivery, customer experience or successful product adoption.

• Own operational problems within your area and drive them towards measurable outcomes.
• Analyse existing workflows and identify opportunities to improve efficiency, reliability and customer or partner experience.
• Investigate recurring issues and operational bottlenecks to understand their root causes rather than addressing symptoms alone.
• Design and implement scalable processes, workflows and operating practices that reduce unnecessary operational effort.
• Identify opportunities to simplify, automate or eliminate repetitive operational work through workflow automation, AI and other digital tools.
• Continuously review existing processes and challenge ways of working that no longer deliver sufficient value.

• Gather and synthesise insights from customers, partners, frontline teams and operational data to identify recurring pain points and emerging issues.
• Translate qualitative and quantitative insights into clear recommendations for Product and other teams.
• Partner with Product teams to prioritise operational improvements and influence product roadmaps.
• Establish feedback loops so that operational and customer signals lead to appropriate action and subsequent measurement.
• Advocate for improvements that address the underlying causes of customer or partner friction and deliver measurable impact.

• Use data to understand product and operational performance and support better decision-making.
• Define and track meaningful operational metrics that provide visibility into service health, customer or partner experience, product adoption and operational demand.
• Analyse trends and patterns to identify emerging risks, recurring issues and opportunities for improvement.
• Develop dashboards and reporting where appropriate, while identifying opportunities to automate recurring analysis and reporting.
• Combine operational data, customer feedback and other evidence to form clear recommendations and assess whether interventions have achieved their intended outcomes.

• Work closely with Product, Engineering, Design, Policy, Customer Experience, Operations and external partners to solve operational problems.
• Facilitate alignment across stakeholders with different priorities, constraints and perspectives.
• Clearly communicate operational issues, trade-offs, risks and recommendations to both technical and non-technical stakeholders.
• Balance user and partner needs, operational realities, product priorities and organisational objectives.
• Proactively identify where unclear ownership or…