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).

• 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