#EG Product Operations Specialist, TechBuddy

NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group. About Digital Excellence & Products Division (DXD) Digital Excellence & Products Division (DXD) is a GovTech team within the Ministry of Education (MOE). DXD sits at the intersection of technology, design and education, building meaningful products, platforms and digital services that improve teaching, learning, school operations, and the experience of students, teachers and school leaders. About TechBuddy TechBuddy is SSOE’s unified user platform for resolving day-to-day technology issues across mobile and desktop web. It is designed as a mobile-first, internet-accessible single point of contact that helps educators find answers, complete self-service tasks and obtain assisted support with minimal disruption to teaching time. The product is currently being piloted with teacher password reset and BitLocker recovery journeys, alongside useful announcements from HQ. Its roadmap includes student password reset, school device loan and collection, school announcements, and additional high-value support journeys shaped by user feedback and operational data. About the Role We are looking for a Product Operations Specialist with 3–5 years of experience to establish and run the operating practices that help TechBuddy deliver reliably and improve continuously. You will connect the product team with schools, service desk teams, local administrators, vendors and MOE stakeholders—ensuring launches are ready, support hand-offs work, feedback becomes insight, and operational risks are addressed early. This is not an administrative coordination role. You will own operational outcomes across the product lifecycle, build scalable playbooks and cadences, and give product managers, designers and engineers the information and structure they need to make better decisions. What You Will Be Working On • Product Launch and Change Readiness • Own operational readiness for pilots, feature launches and phased school roll-outs, including readiness criteria, stakeholder communications, training, support materials and go-live checklists. • Coordinate dependencies and decision points across product, engineering, UX, school operations, service desk, local administrators and vendors. • Plan user onboarding and change activities that help educators understand new capabilities and adopt them with minimal disruption. • Run post-launch reviews and translate lessons into improved playbooks, controls and ways of working. • Support Operations and Service Reliability • Design and maintain support models, triage paths, escalation matrices, runbooks and ownership boundaries for self-service and assisted-support journeys. • Monitor operational health, service levels, failure points and recurring support demand; coordinate incident response and follow-through with accountable teams. • Drive problem-management reviews for recurring issues and ensure root causes, corrective actions and user communications are tracked to closure. • Maintain accurate operational documentation and knowledge content so schools and support teams receive consistent guidance. • Voice of User, Insights and Product Improvement • Establish systematic feedback loops across in-product feedback, school engagement, support cases, user research and stakeholder channels. • Define and maintain dashboards for adoption, completion, drop-off, escalation, turnaround time, support deflection, satisfaction and other agreed product-health measures. • Synthesize operational data and user feedback into actionable insights for product prioritisation, service improvement and release decisions. • Partner with Product Management and UX to close the loop with users and track how validated insights convert into product or process improvements. • Operational Excellence and Governance • Create reusable playbooks, templates, governance routines and product operating cadences that scale across new TechBuddy use cases. • Facilitate regular operational reviews, risk reviews, launch checkpoints and cross-functional decision forums with clear actions and owners. • Identify bottlenecks and automate or simplify workflows using appropriate tools and low-code approaches where useful. • Support audit, privacy, security, accessibility and records-management requirements by ensuring operational controls and evidence are maintained. • Administer and improve product collaboration and knowledge tools such as Jira, Confluence, dashboards and feedback repositories. What We Are Looking For • 3–5 years of professional experience in product operations, digital product delivery, service operations, business analysis, project management or a related role in a technology environment. • Demonstrated ownership of launches, operational processes or ongoing support for a digital product or service. • Strong analytical skills and the ability to turn product, operational and user data into clear recommendations; working proficiency with spreadsheets and dashboarding or visualisation tools. • Experience with agile product delivery and tools such as Jira, Confluence or equivalent. • Practical understanding of incident, problem, change or service management practices; formal ITIL certification is advantageous but not required. • Experience designing SOPs, playbooks, metrics, feedback loops and cross-functional operating cadences. • Strong systems thinking and attention to detail, with the judgement to distinguish one-off exceptions from patterns that need scalable solutions. • Excellent written and verbal communication, facilitation and stakeholder-management skills, i…