Role Overview
As an Assistant Director / Deputy Director of Product Operations in DXD (Digital Excellence & Products Division), you are accountable for designing, implementing, and driving adoption of product operations capabilities within a core digital vertical portfolio. This may include parents-facing applications, teacher professional learning platforms, student learning ecosystems, or national placement and registration services (e.g. OnePlacement).
You work closely with Product, Design, and Engineering leads to embed effective operating models, strengthen delivery discipline, and improve launch and operational readiness across your portfolio. You enable teams through clear processes, operational analytics on delivery and adoption, and fit-for-purpose governance.
The role requires strong operational ownership and systems thinking, using delivery and user engagement signals to drive execution, mitigate risk, and continuously improve outcomes across teams.
Target Portfolio Scope
You will be accountable for end-to-end product operations within a single assigned core digital vertical, which may be one of the following:
- Parents-facing applications and services
- Teacher professional learning and development platforms
- Student Learning Space and related ecosystem products
- National placement and registration services (e.g. OnePlacement)
Within this scope, you will partner closely with business owners (e.g. schools, HQ divisions, Academy of Singapore Teachers) and align with central DXD standards and practices.
Key Responsibilities
Lead Product Operations Implementation
- Design, implement, and embed product operations practices across product teams in the portfolio
- Establish standardized processes, tools, and best practices that become the operating model for product delivery
- Lead change management efforts to shift teams from traditional operations toward product operations practices
- Conduct regular maturity assessments and drive continuous improvement of operational capabilities
Design and Implement Data-Driven Product Operations
- Implement and maintain portfolio-level metrics on delivery health, launch readiness, adoption, usage, and stability
- Build automated reporting and dashboarding systems that provide real-time visibility to product leadership
- Implement data governance and quality assurance processes that ensure reliable, trusted insights
Establish Lightweight Governance Frameworks
- Develop lightweight, scalable governance frameworks that provide consistent product delivery oversight across DXD
- Establish risk management processes including pre-launch readiness assessments and mitigation tracking
- Design quality assurance and delivery standards that reduce launch risks without creating bottlenecks
- Implement incident management and escalation protocols that maintain accountability while supporting rapid response
Build and Lead Product Operations Capability
- Lead, mentor, and develop product operations specialists and associates to build a strong team
- Coach product teams on effective product operations practices
- Support the development of product operations competency frameworks that can scale across MOE
- Contribute to thought leadership and knowledge sharing on product operations practices
Own Launch and Change Readiness
- Own and drive execution of launch readiness and coordination for major releases
- Lead dependency management, timeline alignment, and risk mitigation across teams
- Partner business owners to ensure operational readiness, communications, and adoption support
- Conduct post-launch retrospectives and embed learnings into future cycles
Strengthen Voice of Customer and Engagement Operations
- Implement systematic approaches to capture and act on user feedback and engagement signals
- Translate insights into prioritised operational and delivery improvements
- Maintain closed-loop feedback processes to track resolution and improvement over time
What Success Looks Like
- Product teams deliver more predictably with clear visibility of risks and progress
- Launches are smoother, with fewer last-minute issues and stronger adoption
- Product leaders have reliable operational and adoption insights to support decisions
- Governance enables confidence without unnecessary overhead
- Product operations is recognised as a trusted enabler of consistent, high-quality delivery
- User feedback and engagement signals visibly shape ongoing improvement
What we are looking for:
- Strong Operations Leadership: Experience and proven ability to design, implement, and embed product operations within a product portfolio
- Data-Driven Thinking: Advanced fluency in product analytics, metrics framework design, and insight generation
- Systems Thinking: Demonstrated capability to design scalable solutions that work across complex team environments
- Stakeholder Leadership: Strong ability to influence and align diverse stakeholders around operational improvements
- Organizational Navigation: Comfort operating within government and public-sector constraints
- Team Building: Passion for developing high-performing teams and fostering collaborative product operations communities
Education:
- Bachelor's degree in Business Administration, Information Systems, Engineering, or related fields
- Master's degree preferred in Business Administration (MBA), Information Systems, or Operations Management
Experience:
- 6-10 years of professional experience in product operations, operations management or delivery roles
- Demonstrated leadership experience managing operational teams or driving portfolio-wide initiatives
- Proven track record of designing and implementing scalable processes and governance frameworks
- Experience in product-focused, agile, or technology environments
- Background supporting educational technology or government digital services is advantageous
Technical Competencies:
- Intermediate / advanced proficiency in data analysis and visualization tools (SQL, Python, Tableau, or similar)
- Strong understanding of agile methodologies, modern delivery toolchains, and product development workflows
- Expertise in operational metrics framework design and insight generation
- Familiarity with common product operations tools and platforms
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