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Senior Product Operations Specialist (data.gov.sg)

  • Hybrid
    • Singapore, Central Singapore, Singapore
  • Product Operations

Job description

Who we are

Open Government Products (OGP) builds digital products and services for the Singapore government. We work like a startup — small teams, fast cycles, and a direct line between the work we do and its impact on the public.

About the Role

data.gov.sg is Singapore's open data platform — 100+ government agencies, thousands of datasets, millions of API calls. We sit at the intersection of agencies that hold valuable public data and the users — from multinationals to individuals building their next community app — that need it to make decisions. Today that data lives across many agencies in different formats and systems. We're building the marketplace that makes it effortless to find, understand, and use.

We need someone to own product operations for this platform. That means user support, agency enablement, documentation, and analytics in your day-to-day work. More broadly, you'll have the opportunity to figure out what the operational backbone of a government data marketplace should look like. You'll spend one conversation helping a developer debug an API integration and the next helping an agency director understand why publishing a dataset matters.

There is no defined playbook for this role. If that appeals to you, reach out to us.

What You Will Do

User Support

  • Own and be the first responder for user queries across multiple user channels

  • Independently resolve technical questions - including APIs, authentication, dataset publishing, and dataset retrieval

  • Manage user communications during product incidents; escalate appropriately and contribute to post-mortems

  • Consolidate and share monthly support trends with the product team

Propagation & Agency Enablement

  • Keep user guides, FAQs, and onboarding documentation current within one day of feature releases; draft and send release notes

  • Plan and deliver onboarding workshops and training sessions; follow up through adoption cycles, and re-engage those at risk of churning

Data Analytics

  • Surface trends and user insights to inform feedback, product dashboards and databases, and ops and propagation metrics for product and ops decisions.

  • Tag user support feedback systematically and share monthly summaries and trend analysis with the product team

  • Run SQL queries to extract data from product dashboards and databases

Operations

  • Own and execute internal workflows: API onboarding, admin permissions, user offboarding

  • Identify inefficiencies and implement process improvements independently

  • Keep internal documentation accurate and easy to use

What We Are Looking For

  • Technically literate: comfortable with APIs, reading error responses, and explaining technical concepts clearly to non-technical users; able to write or adapt SQL queries and work with analytics dashboards independently

  • Clear, adaptable communicator: writes documentation and release notes that are accurate and easy to follow; adjusts tone for developer vs. agency officer audiences

  • Self-directed and reliable: identifies what needs doing without being told, surfaces issues before they escalate, meets SLAs consistently, and upholds a high quality of delivery and communications

  • User-centric: Genuinely invested in the experience of the users and agencies relying on data.gov.sg

Good to Have

  • Experience in a product operations, technical support, or customer success role

  • Familiarity with tools such as Zendesk, Metabase, or Grafana

Working at OGP

  • Ownership and Autonomy — Beyond technical tasks, this means having autonomy to voice opinions and suggest future directions. Building what you believe in drives the creation of great solutions.

  • Rapid Prototyping — We fail-fast to accelerate innovation. This means prioritising testing ideas over debating them to identify problems quickly and convey possibilities to others.

  • Flexibility — We offer flexible work arrangements that work for our teams to foster a productive and supportive environment.

  • Continuous Learning — We drive professional growth by exploring new architectures, frameworks, and technologies with dedicated yearly learning months and hackathons. Continuous learning is essential as we tackle innovative ideas and challenges.

  • Mission-Driven — Our work is dedicated to the public good to improve the lives of Singapore citizens. We focus on creating impactful solutions that enhance the community and this country we call home.

An overview of other OGP products can be found on our website: https://www.open.gov.sg/products/

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Consent to Use and Disclosure of Personal Data

I hereby give my consent to Open Government Products, Government Technology Agency (“OGP”) to: Obtain and verify information from or with any source (including third parties) as may be deemed appropriate by OGP and/or any relevant Government agency for the purposes of assessing my application for employment and/or for recommendation to a third party for employment with or engagement by that third party (see below for more information). Share my personal data set out in this application form and any other personal data subsequently provided by me arising out of or in connection with my application for employment with other Government agencies or a third party vendor appointed by OGP for the purposes of recruitment and/or review of recruitment practices, and for such personal data to also be used as part of de-identified and aggregated data for reporting purposes.  

Additionally, where relevant, OGP may share my personal data set out in this application form and any other personal data subsequently provided by me to a third party for that third party to consider employing or otherwise engaging me to undertake work relevant to OGP. I understand and acknowledge that the collection, use and/or disclosure of such personal data may also be subject to that third party’s privacy terms. I declare that all the information given by me is true to the best of my knowledge and voluntarily given.   By clicking the 'Apply' button, I hereby certify that I have read and understood all of the clauses above and that I agree to all of them.