Job Description

What the role is:
GovTech is the lead agency driving Singapore's Smart Nation initiatives and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government's capabilities in Data Science & Artificial Intelligence, Application Development, Smart City Technology, Digital Infrastructure, and Cybersecurity.
At GovTech, we offer you a purposeful career to make lives better where we empower our people to master their craft through robust learning and development opportunities all year round.
Play a part in Singapore's vision to build a Smart Nation and embark on your meaningful journey to build tech for public good. Join us to advance our mission and shape your future with us today!
Learn more about GovTech at tech.gov.sg.
What you will be working on:
About CX Product Operations
The CX Product Operations ("CX Prod Ops") team sits at the intersection of citizen experience, helpdesk operations, and product delivery. We work across Singpass, MyInfo, and Corppass to ensure support operations are scalable, product rollouts are citizen-ready, and feedback loops inform continuous improvement.
As a Technical Product Operations Specialist, you will play a critical role in strengthening our support systems and operational readiness. You'll help structure helpdesk processes, improve internal tooling and data visibility, and collaborate cross-functionally to ensure product changes are well supported. You'll also look for opportunities to automate repetitive tasks or improve operational efficiency through lightweight scripting and tooling. This role is ideal for someone who thrives on efficiency, values public service, and is energised by working on systems that serve millions every day.
Operational Readiness & Product Launch Support
Coordinate with Product, Design, and Engineering teams to ensure helpdesk readiness for new features and launches (e.g. Passkeys, Live Chat, IVRS enhancements).
Internal Tooling & Process Improvement
Improve and maintain internal tools, workflows, and SOPs (e.g. Zendesk macros, escalation frameworks, ticket tagging/logging standards).
Dashboarding & Visibility
Scope and implement dashboards to track helpdesk performance by team, product, and agent - supporting better leadership reporting and data-driven decisions.
Feedback Loops
Establish and maintain clear feedback loops between CX teams, helpdesk agents, and product teams - ensuring user insights drive continuous improvement.
Knowledge Management
Develop and maintain internal documentation, escalation frameworks, training resources, and self-help articles (e.g. AskGov content, error code guides).
Change Management & Pilots
Run pilots for new systems or support flows, evaluate outcomes, and scale where appropriate (e.g. Live Chat rollout, AI tooling, etc).
What we are looking for:
2 to 4 years of experience in product operations, CX operations, or project management in a tech environment
Strong written and verbal communication skills - clear, concise, and able to collaborate across multiple teams
Attention to detail, a drive for continuous improvement, and a high sense of accountability
Experience with data warehouses (Snowflake, RedShift, etc), and querying databases to build reports/tables using SQL, etc
Prior experience working with customer relationship management (CRM) systems (e.g. Zendesk, Salesforce) and ticket management processes
Bonus: Experience working in public service, or on tools serving large-scale user populations
Who You Are
A natural problem solver who thrives in ambiguity and can design processes where none exist
Organised and comfortable managing multiple workstreams simultaneously
Able to translate technical concepts for non-technical audiences and frontline support teams
Data-aware - you don't need to be a data scientist, but you know how to ask the right questions, analyse what you see, and recommend improvements
Familiar with customer relationship management systems (Zendesk preferred), dashboards (Looker, Tableau, or similar), and common citizen feedback or CX tools
GovTech is an equal opportunity employer committed to fostering an inclusive workplace that values diverse voices and perspectives, as we believe it is key to innovation.
Our employee benefits are based on a total rewards approach, offering a holistic and market-competitive suite of perks.
We champion flexible work arrangements (subject to your job role) and trust you to manage your time to deliver your best.
Learn more about life inside GovTech at go.gov.sg/GovTechCareers
About Government Technology Agency:
The Government Technology Agency (GovTech) is the lead agency driving Singapore's Smart Nation initiatives and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government's capabilities in Data Science & Artificial Intelligence, Application Development, Smart City Technology, Digital Infrastructure, and Cybersecurity. At GovTech, we offer you a purposeful career to make lives better. We empower our people to master their craft through continuous and robust learning and development opportunities all year round. Our GovTechies embody our Agile, Bold and Collaborative values to deliver impactful solutions. GovTech aims to transform the delivery of Government digital services by taking an "outside-in" view, putting citizens and businesses at the heart of everything we do. Play a part in Singapore's vision to build a Smart Nation and embark on your meaningful journey to build tech for public good. Join us to advance our mission and shape your future with us today! Learn more about GovTech at tech.gov.sg.