As Manager/ Senior Manager (Digital Services) in MOE’s Customer Services Branch (CSB), you will manage the day-to-day operations of MOE’s digital touchpoints, such as the AskMOE chatbot and FAQ Browse Page, ensuring they are designed and deployed effectively. You will also be involved in the Knowledge Management (KM) initiatives within CSB, serving as a liaison between the end-users of MOE’s Knowledge Articles (KA) and partner divisions within MOE. You will explore new digital and KM technologies to promote usage of MOE’s self-help channels in alignment with strategic service objectives and policies.

• Design and review conversation flows to improve effectiveness of chatbot responses • Collaborate with content owners, technology teams and system vendors to enhance the quality and effectiveness of MOE’s digital services, including chatbots, for seamless public access to information and services online • Analyse FAQ usage, chatbot interaction data, and key performance metrics to identify trends and derive actionable insights to improve user experience of MOE’s digital services • Partner content owners to bridge information gaps in the KA for higher first contact resolution for customer queries and develop a receptive environment for knowledge sharing and promote a customer-centric mindset among content owners • Conduct briefings to frontliners prior to commencement of major MOE exercises and/ or ad-hoc announcements to disseminate new information and reinforce existing knowledge • Stay current with emerging technologies and industry best practices to continuously enhance the quality and effectiveness of MOE’s digital services, chatbot capabilities and KA

• At least 3 years of working experience in managing digital services, preferably involving chatbots and have a good understanding of frontline operations • Proactive and fast learner with strong analytical, problem-solving and critical thinking skills • Meticulous and attentive to details • Service-oriented with good interpersonal, communications, and writing skills to effectively engage stakeholders at all levels • Good understanding of customer journey mapping and UI/UX principles • Familiarity with chatbot platforms built using Artificial Intelligence (AI)/ Natural Language Processing (NPL)/ Large Language Model (LLM) such as Google’s Gemini or OpenAI’s ChatGPT would be an advantage In general, applicants can expect to hear from us within 4 weeks from the close of the application window. Applicants who are shortlisted will be invited for an interview. Following your interview, our recruitment team will carefully evaluate all interviewed candidates. If you have not heard from us within 3 weeks after your interview, your application is still being actively considered. As part of the processing of your application, you may be required to undergo a medical examination that will be fully paid by MOE. You will be provided with instructions regarding the medical examination. Note: The medical examination is part of the selection process and does not indicate that you have been offered the appointment. If you are facing issues submitting your application through the Careers@Gov portal, please contact us at Careers.gov.technicalhelp@psd.gov.sg for assistance.

The wealth of a nation lies in its people - their commitment to country and community, their willingness to strive and persevere, their ability to think, achieve and excel. Our future depends on our continually renewing and regenerating our leadership and citizenry, building upon the experience of the past, learning from the circumstances of the present, and preparing for the challenges of the future. How we bring up our young at home and teach them in school will shape Singapore in the next generation. The mission of the Education Service is to mould the future of the nation, by moulding the people who will determine the future of the nation. The Service will provide our children with a balanced and well-rounded education, develop them to their full potential, and nurture them into good citizens, conscious of their responsibilities to family, society and country.