Senior / Product Ops Specialist (TechPass)

GovTech is the lead agency driving Singapore’s Smart Nation initiatives and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government’s capabilities in Data Science & Artificial Intelligence, Application Development, Smart City Technology, Digital Infrastructure, and Cybersecurity.

At GovTech, we offer you a purposeful career to make lives better where we empower our people to master their craft through robust learning and development opportunities all year round.

Play a part in Singapore’s vision to build a Smart Nation and embark on your meaningful journey to build tech for public good. Join us to advance our mission and shape your future with us today!

Learn more about GovTech at tech.gov.sg.

[About the role]

TechPass is GovTech’s identity and access management service for developers, enabling secure and seamless access to services across the Singapore Government Tech Stack (SGTS).

As a Senior Product Operations Specialist, you will help agencies and developers get the most out of TechPass. You will own key operational and adoption activities across the product, from agency onboarding and account provisioning to customer engagement, usage monitoring and the rollout of new capabilities. Working closely with Product Managers, Engineers and Solution Consultants, you will turn operational insights and customer feedback into a better TechPass experience at scale.

[What you will be working on]

• Drive agency onboarding and adoption. Own the operational journey for agencies onboarding onto TechPass, from initial account provisioning and SSO integration through to steady-state usage. Work with Solution Consultants to resolve onboarding and access-management issues and help agencies realise greater value from TechPass.
• Manage complex onboarding needs. Support trial and phased rollouts, bulk migrations, custom access-policy requirements and cross-product onboarding where TechPass serves as the foundational identity layer for other SGTS products.
• Own customer operations. Lead the bi-weekly customer meeting across Product, Engineering, Solution Consultants and other stakeholders to surface agency issues, coordinate actions and drive outstanding matters to resolution.
• Use data to improve the product and operations. Monitor adoption and usage indicators such as active users, provisioning lead times, SSO adoption, account lifecycle events and agency coverage. Turn these insights into actions that improve operational effectiveness and product adoption.
• Turn customer pain points into improvements. Analyse service tickets and feedback to identify recurring problems across provisioning, access policies, SSO integration and account lifecycle management. Translate these insights into product recommendations, better documentation and improved operational processes.
• Drive operational readiness for new capabilities. Partner with Product and Engineering on new TechPass features and integrations, preparing agencies for changes and ensuring that communications, onboarding and rollout activities are executed smoothly.
• Engage strategic agencies. Work with agencies with more complex identity and access-management needs, partnering with Solution Consultants and Product Managers to develop solutions and accelerate adoption.
• Shape the developer experience. Own the TechPass components of the Annual Developer Survey and use customer feedback and satisfaction data to identify opportunities for improving the product and its user experience.

[What we are looking for]

• 4–6 years of experience in product operations, technical programme management, customer success, technology operations or a related role.
• Strong ability to take ownership of complex and sometimes ambiguous operational problems and drive them through to resolution.
• Experience working with enterprise customers or stakeholders and driving adoption of technology products at scale.
• Strong analytical skills and the ability to use product, operational and customer data to identify problems and recommend improvements.
• Excellent stakeholder management skills, with the ability to work across Product, Engineering, customer-facing teams and agency stakeholders.
• Strong written and verbal communication skills, particularly for customer engagements, operational documentation and cross-functional coordination.
• Familiarity with service-management and feedback workflows, including tools such as Jira.
• An understanding of identity and access management concepts such as SSO, SAML, OIDC, MFA and account lifecycle management would be advantageous.

It would be a plus if you have:

• Experience working in or with Singapore Government agencies.
• Familiarity with the Singapore Government Tech Stack (SGTS).
• Experience working on identity and access management products.
• Experience mentoring or guiding customer-facing or technical teams.

This is a senior individual-contributor role with significant autonomy. You will be expected to identify opportunities, establish better operational practices and influence teams beyond your immediate area of responsibility. You should be comfortable navigating ambiguity, bringing different stakeholders together and turning customer and operational insights into concrete improvements to TechPass.

What it is like working here:

• Rapid Prototyping - Instead of spending too much time debating ideas we prefer testing them. This identifies potential problems quickly, and more importantly, conveys what is possible to others easily.
• Ownership - In addition to technical responsibilities, this means having opinions on what is being done and having ideas on what should be done next. Building something that you believe in is the best way to build something good.
• Continuous Learning - Working on new ideas often means not fully understanding what you are working on. Taking time to learn new architecture, frameworks, technologies, and even languages is not just encouraged but essential.

What we offer you:

GovTech is an equal opportunity employer committed to fostering an inclusive workplace that values diverse voices and perspectives, as we believe that diversity is the foundation to innovation.   

Our employee benefits are based on a total rewards approach, offering a holistic and market-competitive suite of perks. These include leave benefits to meet your work-life needs and employee wellness programs. 

We champion flexible work arrangements (subject to your job role) and trust that you will manage your own time to deliver your best, wherever you are, and whatever works best for you. 

Learn more about life inside GovTech at go.gov.sg/GovTechCareers.
Stay connected with us on social media at go.gov.sg/ConnectWithGovTech