Product Operations Executive (1 year contract)

Who we are

Open Government Products is an experimental tech start-up team within the government that consists mainly of engineers, designers, and product managers who build technology for public good. We proactively identify areas where technology can help, test our prototypes with actual users, and bring our best ones to launch. As an experimental team, we have redesigned our organisation to move quickly, fail fast, and scale what works to deliver the maximum public good within a larger bureaucracy. We think about how we run the organisation from first principles, keep a flat hierarchy to maximise ownership, and bypass bureaucracy to focus on delivery of good products through a good organisation. We work on real problems, build for the user, and push for change.

Projects we've worked on include:
Parking.sg – A mobile app alternative to parking coupons. It lets users pay, extend, and refund their parking sessions using just their phones.

FormSG – A form builder tool for agencies to self-service and create online forms that can capture classified data, with the goal of replacing paper forms.

Isomer – An easy-to-deploy static website building and hosting service to let government agencies create usable, secure, and faster informational websites quickly.

Vaccine.gov.sg – The national COVID-19 vaccine registration and appointment system, developed to help people register for the vaccine in order of priority, and manage the supply and demand of vaccines to increase the rate at which Singapore’s population was vaccinated against COVID-19.

PaySG – A platform to enable digital payments for government services, initially used for payments for COVID-19 swab tests and Stay-Home Notices for incoming travellers.

Data.gov.sg – An open repository of all the Singapore Government's public data. It helps people understand the data using visualisations and articles, and provides real-time APIs for developers to use.

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

What does a Product Operations Executive do?

We are looking for a Product Operations Executive to help support OGP product teams by providing product support and answering ticket queries. You will be supporting a suite of government SaaS (Software as a Solution) products: GoGovSG, LetterSG, Highway and EventSG.

Your duties and responsibilities include, but are not restricted to the following:

• Handle product operations tickets via email and/or CRM (e.g. Zendesk)

• Provide L1 technical support by triaging and troubleshooting user issues or requests

• Troubleshoot issues by referring to the product internal guide / FAQ

• Work with PM to resolve more complex issues

• Updating of various product guides

Hands-on training on the product as well as internal tools / support systems will be provided to the candidate.

Who we are looking for:

• Preferably someone with background in support, dealing with queries from public and stakeholders
  

• Willing to learn new technologies and approaches

• Able to empathise with users, quickly grasp and problem-solve issues they face

• Enjoys the puzzle of solving open-ended problems with different approaches

• Good at written and spoken communication

• Want to work for the public good

Overall we look for people who have ability, initiative, good communication, and values.