Product Operations Director, Product Management Practice

Key Responsibilities

1. Lead Operational Excellence and Workforce Uplift

Strategic Framework: Drive organizational transformation from current operations to product operations practices

• Provide leadership in dynamic, cross-functional environments across the Ministry’s digital product landscape, establishing standardized processes that scale across teams
• Champion cultural shift from BAU operations to product operations practices, implementing the 5 core pillars of product operations excellence
• Define and implement operational standards and best practices that improve product delivery speed and quality

2. Drive Scalable, Insight-Led Product Operations

Strategic Framework: Transform raw data into actionable insights that fuel better product decisions

• Build comprehensive data infrastructure and analytics platforms that provide centralized access to product metrics and user insights
• Strengthen data flows and insight sharing between support teams and product teams through automated dashboards and reporting systems
• Lead adoption of scalable tools, automation, and documentation practices that eliminate manual coordination overhead
• Establish trusted metrics framework that makes insights actionable

3. Enable Delivery Through Operational Governance

Strategic Framework: Establish lightweight frameworks that enable clarity and accountability without stifling team autonomy

• Establish and evolve consistent, lightweight governance frameworks that enable product teams to operate with greater clarity and accountability
• Support standardization of common workflows, including product onboarding, incident handling, release processes, and cross-functional coordination
• Coordinate initiatives that improve delivery quality, reduce operational risk, and drive seamless cross-team alignment
• Implement risk mitigation strategies and quality assurance frameworks across the product lifecycle

4. Mentor Teams and Build Product Ops Capability

Strategic Framework: Cultivate high-performing product operations community through strategic talent development

• Guide and support product operations specialists and cross-functional squads through comprehensive mentorship programs
• Cultivate a high-performing, collaborative product operations community
• Define career pathways, competency frameworks, and certification programs from Associate to Director Product Operations levels

5. Master Product Launch Excellence

Strategic Framework: Orchestrate end-to-end launch coordination that ensures seamless delivery of educator productivity tools

• Lead comprehensive launch readiness for digital products & tools, including scope definition, success metrics, detailed launch plans, and stakeholder alignment
• Establish and manage launch risk frameworks with live risk registers, pre-launch readiness assessments, and mitigation strategies
• Orchestrate cross-functional launch execution with centralized milestone tracking, educator communication coordination, and post-launch retrospectives
• Implement continuous improvement cycles that capture lessons learned and drive iterative enhancement

6. Champion Voice of Customer (VoC) & Continuous Feedback Loops

Strategic Framework: Establish systematic capture and analysis of educator insights to drive evidence-based product development

• Architect comprehensive Voice of Customer program leveraging multiple data collection channels
• Design a centralized customer intelligence ecosystem that consolidates feedback data into automated dashboards and actionable insights for product squads
• Implement closed-loop feedback processes that track issue resolution effectiveness and measure impact on educator satisfaction
• Establish systematic educator research programs that capture authentic classroom needs and productivity barriers

7. Product Operations Practice Excellence

Strategic Framework: Pioneer center of excellence for government product operations that can be scaled across agencies

• Design and deploy centralized Product Operations Excellence Hub within GovTech's Product Practice, creating a unified knowledge repository and automation toolkit
• Partner with Product Practice leadership to co-create comprehensive career development pathways and competency frameworks aligned with GovTech's ABC values
• Serve as strategic advocate for product operations excellence, driving organizational culture transformation through executive engagement and value demonstration

What We're Looking For

• Strategic Product Operations Leadership: Proven ability to establish and scale product operations functions that drive measurable business outcomes in complex organizational environments
• Data-Driven Excellence: Advanced fluency in product analytics, metrics framework design, and insight generation that enables evidence-based decision making
• Systems Thinking & Innovation: Demonstrated capability to navigate ambiguity, design scalable solutions, and drive organizational transformation with deep user empathy
• Cross-Functional Influence: Exceptional ability to align diverse stakeholders—including product, engineering, policy, and educational teams—around shared outcomes and strategic objectives
• Cultural Transformation Leadership: Passionate about building high-performing, collaborative communities and driving workforce capability uplift in dynamic environments
• Government Technology Fluency: Deep understanding of public sector digital transformation, citizen-centric service design, and Singapore's Smart Nation initiatives

Qualification Requirements

Education:

• Bachelor's degree in Computer Science, Information Systems, Engineering, Business Administration, or related fields
• Master's degree preferred in Business Administration (MBA), Information Systems, Engineering Management, or related discipline combining strategic leadership and operational excellence

Experience:

• Minimum 10 years of experience in product operations, digital transformation, or strategic operations roles
• Proven track record leading operational teams, communities of practice, or large-scale digital initiatives
• Experience building operational capability in complex, multi-stakeholder environments
• Background in technology, government digital services, or citizen-facing platforms preferred

Technical Competencies:

• Advanced understanding of agile methodologies, modern delivery toolchains, and scalable product workflows
• Expertise in data-driven operations, analytics platforms, and product metrics framework design
• Familiarity with government technology standards, compliance requirements, and citizen service design principles

Strategic Capabilities:

• Demonstrated success in organizational culture transformation and change management
• Proven ability to design and implement scalable processes and governance frameworks
• Experience with vendor management, strategic partnerships, and ecosystem development