Senior Product Operations Specialist (HealthTech)

Who We Are

Open Government Products (OGP) operates like a startup within the government; We are a fast-paced, dynamic team of engineers, designers, and product managers dedicated to public good. We autonomously identify opportunities to solve public problems using tech, rapidly prototype, and launch solutions - from citizen apps to automating public agency operations. Embracing an open-sourced and flat hierarchy, we cut through bureaucracy to focus on real-world, user-centric innovations that drive change.

About the Role

We are looking for a Senior Product Operations Specialist to join OGP HealthTech. This is a full-time role reporting to the Lead, Product Operations (HealthTech).

You'll start on Rooster, the system public hospitals use to get critical lab and diagnostic results to the right clinician quickly. It routes alerts based on rosters and rules, tracks acknowledgement, and escalates when needed. It is live across public hospitals and used by clinicians, lab staff and call centres every day.

Your first goal is to get Rooster to a steady state, where it runs reliably with minimal hands-on support from the team. Once that's done, you'll move to another product in our portfolio, possibly serving a different sector, where you may need to set up Product Ops from scratch.

This role suits someone who can stabilise a live, operationally critical product, then build the operations for a newer one.

Key Responsibilities

On Rooster

• Run support and feedback loops for clinicians, lab staff and hospital admins, including satisfaction surveys, detractor follow-ups and user interviews.

• Investigate issues raised through tickets, monitoring and hospital stakeholders, and drive them to resolution with product and engineering.

• Audit how hospitals configure the product, using data to find setup gaps and the rules that perform worst against agreed guardrail metrics, and help hospitals fix them.

• Coordinate with hospital IT and partner systems: track planned downtimes, set up support paths for issues that start upstream, and take changes through security and governance reviews.

• Test releases on staging and across devices before they reach users.

• Cut the ongoing support load by fixing, automating or documenting recurring work, then hand over with clear SOPs and ownership.

On your next product

• Get up to speed quickly on the product, its users and its stakeholders, and work out what it needs from Product Ops at its current stage.

• Set up the essentials where they don't exist yet: support channels and routing, metrics and reporting, feedback loops and playbooks.

• Onboard new customer organisations end to end: kick-offs and walkthroughs, access setup, data migration and validation, and go-live readiness.

• Run pilots, measure adoption, and turn what you learn into rollout and product recommendations.

• Support change management for frontline users with varied comfort with technology.

Across HealthTech

• Synthesise recurring issues into recommendations for product, process, training or communication changes.

• Build and maintain dashboards, trackers, templates, SOPs and playbooks.

• Contribute to Product Ops practice by documenting and sharing reusable ways of working.

Who We’re Looking For

Working skills

• Strong working knowledge of SQL, including writing queries from scratch or refining existing or tool-generated queries to get the right output.

• Ability to design operational metrics and benchmarks, not just report them, and build dashboards that show where to act.

• Strong ability to structure ambiguous problems into clear lines of investigation or action.

• Strong prompt-writing and tool-use skills to analyse issues and produce useful working outputs, with good judgment in checking them.

• Experience with CRM, ticketing or support systems, including setting up routing, tagging and reporting.

• Experience with data migration or data quality work: cleaning, validating and reconciling records from other systems.

• Comfortable with hands-on testing, such as end-to-end and regression checks on a staging environment.

• Comfortable reading technical material and writing clear, actionable tickets for engineers.

• Ability to design operational structures from scratch as well as improve existing ones.

Ways of working

• Strong judgment and empathy for frontline users working under time pressure.

• Comfortable managing tough or complex stakeholders, from clinicians and hospital IT to the management of partner organisations.

• Calm and structured when issues are urgent or affect the people our users serve.

• Rigorous with sensitive data, including how it is accessed, transferred and deleted.

• Strong written communication: updates, guides, SOPs, issue summaries and stakeholder-facing materials.

• Able to independently own problems and drive them to closure.

• Comfortable with ambiguity and moving between products; you're motivated by the problem, not by owning one product long term.

• A bias toward making recurring work more scalable, robust and easier to run.

How you’ll add value

• Rooster runs reliably with less hands-on support from the team, and is handed over cleanly.

• Hospitals keep their configuration healthy because you've given them the data and tools to do it.

• Your next product gets the support, onboarding and metrics foundations it needs to scale.

• The team understands what users struggle with, and acts on it.

• This role suits someone practical, analytical, structured and user-centric: someone who can stabilise a product hospitals rely on every day, then take what they've learned to build the operations for the next one.

Interested in the role? We'd love to hear from you. Apply now to join us at OGP!

Working at OGP

Ownership and Autonomy - Beyond technical tasks, this means having autonomy to voice opinions and suggest future directions. Building what you believe in drives the creation of great solutions.

Rapid Prototyping - We prioritize testing ideas over debating them, allowing us to identify problems quickly and convey possibilities to others. This fail-fast approach accelerates innovation.

Flexibility - We provide flexible work arrangements based on what works best for our team and its members, fostering a productive and supportive environment.

Continuous Learning - Drive professional growth by exploring new architectures, frameworks, and technologies. With dedicated yearly learning months and hackathons, continuous learning is essential as we tackle innovative ideas and challenges.

Mission-Driven - Our work is dedicated to the public good, aiming to improve the lives of Singapore citizens. We focus on creating impactful solutions that enhance the community and the place we call home.

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 visualisations 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://www.open.gov.sg/products/