Senior / Product Manager, Service SG, PMOSG (PSD)

You will be forward deployed to support ServiceSG a department within the PSD in the Prime Minister’s Office (PMO). Established as part of the Public Sector Transformation (PST) movement, ServiceSG works across the whole of government to transform public service delivery to serve citizens better

Product Managers at ServiceSG will need to manage the Contact Centre stack of products that support Contact Centre operations. They will need to work with multiple agencies stakeholders that outsource their contact center needs to ServiceSG to achieve the desired business value and impact. They show exceptional clarity of thought, and this is reflected in their written and verbal communication skills. They lead through influence and use hard evidence, reputation and relationships to create stakeholder alignment.

ServiceSG drives a citizen-centric approach to service delivery by integrating public services across agencies, organising them around key life moments, and delivering them through an omni-channel network of physical centres, a central call centre and a digital platform, LifeSG.

It also strengthens service delivery capabilities within the Public Service, and continually works to raise overall service standards across the whole of government to improve citizens’ experience of government services.

You are expected to

Understand ServiceSG Contact centre business model and operational requirements

Build and grow your understanding of the ops and agency landscape to improve efficiency and productivity for the contact centre using digital, data and AI

Identify and implement digital capabilities to improve the delivery of Contact Centre operations

Own the solutions from design to implementation to future enhancements.

Collaborate closely with business owners and technical teams to build the optimal user experience.

Validate hypotheses. Identify risks, mitigate them by testing them early.

Define and track impact metrics. Keep stakeholders informed.

You are ultimately responsible for driving product outcomes for the organisation

We are looking for an independent person with a mastery of product management

fundamentals.

4-10 years of experience in a Product Management role.

Experience in leading discovery and navigating ambiguity, eventually delivering impactful products in their career in complex organisations, working with multiple stakeholders.

Ability to influence and communicate effectively with both users and senior leadership.

Strong product sense, especially around problem framing, MVP definition, and iterative development.

Strong belief that things can always be simplified and make things easier for public officers and our citizens.