Product Operations Associate

About the organisation

GovTech is Singapore’s lead public sector technology agency, driving Smart Nation initiatives and digital transformation across government. As the Centre of Excellence for Infocomm Technology and Smart Systems, it builds capability in data science and AI, application development, smart city technology, digital infrastructure, and cybersecurity.

The organisation offers a mission-driven environment with year-round learning and development, focused on using technology to improve public services and create meaningful impact for Singapore.

About AttendPA

AttendPA is an attendance management platform developed by Open Government Products for the People’s Association. It supports more than 100 Community Clubs and over 2,000 grassroots organisations, and is used by both CC staff managing programmes and grassroots volunteers recording attendance on the ground.

The role exists to take ownership of product operations for AttendPA, covering user support, agency enablement, analytics, and internal workflows while working closely with the product team and the agencies that rely on the platform.

Key responsibilities

• Set up and improve feedback channels by gathering user input, support cases, and stakeholder comments, then turning them into clear recommendations for the product team.
• Coordinate across product, engineering, design, engagement, and policy teams to keep delivery aligned and communication flowing smoothly.
• Ensure releases are operationally ready by preparing onboarding journeys, support materials, and success measures before launch.
• Review product and operational performance using data analysis, behaviour tracking, and metrics to surface improvement areas and guide roadmap decisions.
• Develop operational systems such as dashboards, reporting tools, documentation, and automation to support scalable product operations.
• Run internal workflows including onboarding, admin access management, and offboarding, while spotting inefficiencies and improving processes independently.
• Diagnose and resolve complex user-facing issues by working across teams, identifying root causes, and putting systematic fixes in place.
• Plan and conduct onboarding workshops and training for Community Club staff and grassroots leaders, assess readiness after training, and re-engage users who may be dropping off.

What we are looking for

The ideal candidate should be comfortable working in a product operations environment that blends analysis, coordination, support, and process improvement. Strong analytical thinking, clear communication, and a proactive, structured approach are important.

Technical strengths

• Comfort using SQL and data analysis tools to pull insights from product usage, user behaviour, and operational datasets.
• Experience with product analytics platforms, CRM systems, and project management tools for tracking work and coordinating initiatives.
• Strong spreadsheet and dashboard-building ability for reporting and performance monitoring.

Problem-solving ability

• Skill in breaking down complex, unclear problems into practical analytical frameworks and action plans.
• Good at spotting patterns in user feedback, operations data, and product metrics.
• Able to convert qualitative feedback and quantitative findings into useful product recommendations.
• Capable of tracing recurring issues to their root causes and designing repeatable solutions.

Communication and collaboration

• Strong written communication for creating documentation, release notes, and user guides for both technical and non-technical audiences.
• Confident facilitation skills for running meetings across product, engineering, design, policy, and operations teams to drive alignment and decisions.

Working style

• Strong product sense and empathy for users’ needs and operational pain points.
• Comfortable working in a fast-moving, ambiguous setting while keeping close attention to detail.
• Self-starter who can identify issues independently and see solutions through to completion.
• Prefers automation and scalable workflows that reduce manual effort and improve efficiency.
• Genuine interest in public service and in using technology to improve how government serves people.

Good to have

• Background in product operations, technical support, or customer success.
• Familiarity with tools such as Zendesk, Metabase, or Grafana.
• Experience working across product, engineering, design, policy, and operations teams.
• Exposure to public agencies or community-based organisations.

Additional information

This is a 2-year fixed-term contract role. GovTech is an equal opportunity employer and values an inclusive workplace with diverse perspectives. Employee benefits follow a total rewards approach and include leave benefits and wellness programmes. Flexible work arrangements are supported depending on the role, with trust placed in employees to manage their time and deliver strong results wherever they work.

More information about life at GovTech and its careers can be found through the organisation’s official channels.