Products Operations Manager (singpass)

Job Opportunity At Assurity Trusted Solutions

Assurity Trusted Solutions (ATS) is a wholly owned subsidiary of the Government Technology Agency (GovTech). As a Trusted Partner over the last decade, ATS offers a comprehensive suite of products and services ranging from infrastructure and operational services, authentication services, governance and assurance services as well as managed processes. In a dynamic digital and cyber landscape, where trust & collaboration are key, ATS continues to drive mutually beneficial business outcomes through collaboration with GovTech, government agencies and commercial partners to mitigate cyber risks and bolster security postures.

The Singpass team builds Singapore's digital identity system.

This includes various personal authentication protocols, data sharing tools, and corporate identity systems through Corppass.

The team's mission is to provide reliable digital identity infrastructure that streamlines transactions, enables businesses, and protects against fraud.

You will drive success by enabling the team to better serve end users and relying-party partners of our products. You will work at the intersection of Product, Engineering, Design and Customer Success, supporting the product post-launch through various operational activities.

The ideal candidate must have the passion and desire to achieve high customer satisfaction and advance their own knowledge and gather feedback to improve our Products.

What you will be working on: Elevate Users and Partners Experience

Responsibilities

• Resolve user issues efficiently by supporting Customer Experience (CX) and Partner Experience (PX) teams
• Own go-to-market strategy and education for users and partners to successfully onboard and use our products
• Create intuitive onboarding materials and documentation
• Develop users and partners' feedback channels to strengthen engagement Drive Operational Excellence
• Implement automated workflows that reduce manual processes
• Establish metrics to track product and operational performance
• Design and maintain internal knowledge bases for consistent support Fuel Product Innovation and improvements
• Transform user feedback into actionable product insights
• Analyse usage patterns to identify improvement opportunities
• Participate in product planning to represent operational perspectives Enable Seamless Transitions
• Plan and execute change management for product updates
• Prepare teams (mainly CX and PX) for new features and policy changes
• Ensure users and partners are informed and prepared for system changes