Product Operations Executive (6 Months Contract)

Who we are

Open Government Products is an in-house team of engineers, designers, and product managers who build technology for the public good. We proactively identify areas where technology can help, test our prototypes with actual users, and bring our best ones to launch. This includes everything from building better frontend applications for citizens, to automating the internal operations of public agencies. We use and release open source software, keep a flat hierarchy, and bypass bureaucracy to focus on delivery. We work on real problems, build for the user, and push for change.

Projects we have worked on include:
Covid-19 Vaccination National Appointment System - A suite of systems built to enable Singapore's national vaccination campaign for Covid-19. This includes informational sites, appointment booking systems, and records management systems.

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

Parking.sg - A mobile app alternative to parking coupons. It lets users pay, extend, and refund their parking sessions just using their phones.

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

Isomer - Isomer provides government agencies with an easy-to-deploy static website building and hosting service to create usable, secure and faster informational websites quickly.

RedeemSG - RedeemSG helps the Singapore Government to create, send and track redemptions of digital vouchers easily.

PaySG - PaySG was developed to enable digital payments for government services, and was initially used for payments for COVID-19 swab tests and Stay-Home Notices for incoming travellers to Singapore.

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 for various tech systems. You will be primarily working with the Health Appointment System (HAS), Queue and CovidOps. 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 and making queries on internal tools (e.g. Tableplus, Insomnia)

• Work with PM and Prod Ops Specialist to resolve more complex issues

• Familiarity with TablePlus and/or SQL will be a huge plus for effective troubleshooting

• Updating of AskGov website content

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

Who we are looking for

• Preferably has prior experience in supporting & 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

The ideal candidate must have the passion and desire to achieve high user satisfaction, advance your own knowledge and gather feedback to improve.

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 architectures, frameworks, technologies, and even languages is not just encouraged but essential.