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About the Role

Activate Interactive is seeking a Product Operations Specialist to establish and run operating practices for the TechBuddy platform, a unified user platform for resolving technology issues within the Ministry of Education. This role connects the product team with various stakeholders to ensure successful product launches, effective support hand-offs, and continuous improvement based on user feedback and data.

Responsibilities

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.
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.
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.
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.

Requirements

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, including the ability to influence without formal authority.
Comfortable working autonomously in ambiguous environments and moving between strategic improvement and hands-on execution.
User-centred and service-minded, with empathy for educators and support teams working under operational pressure.
Experience in public-sector digital services, education technology, school operations, enterprise IT support or vendor-managed services is advantageous but not required.

Skills

Product Operations
Digital Product Delivery
Service Operations
Business Analysis
Project Management
Spreadsheets
Dashboarding tools
Visualisation tools
Agile product delivery
Jira
Confluence
Incident management
Problem management
Change management
Service management
SOP design
Playbook design
Metrics definition
Feedback loop establishment
Cross-functional operating cadences
Systems thinking
Attention to detail
Written communication
Verbal communication
Facilitation
Stakeholder management
Autonomy
Strategic improvement
Hands-on execution
User-centred approach
Service-mindedness
Empathy

Location

Singapore

Work Type

Fixed term contract
Full-time

Experience Level

3-5 years

Salary/Compensations

Market competitive salary and variable performance bonus aligned to your skills, impact, and contribution.

Benefits

Outpatient medical
Specialist medical coverage
Generous customisable flexi benefits or flexi allowance
Life insurance
Health insurance
Special occasions “red packet”
CNY goodies

About the Company

Activate Interactive Pte Ltd (“Activate”) is a leading technology consultancy headquartered in Singapore with a presence in Malaysia and Indonesia.
Our clients are empowered with quality, cost-effective, and impactful end-to-end application development, like mobile and web applications, and cloud technology that remove technology roadblocks and increase their business efficiency.
We believe in positively impacting the lives of people around us and the environment we live in through the use of technology.
We are committed to providing a conducive environment for all employees to realise their full potential, who in turn have the opportunity to continuously drive innovation.
We are searching for our next team members to join our growing team.
If you love the idea of being part of a growing company with exciting prospects in mobile and web technologies that create positive impact on people’s lives, then we would love to hear from you.

Equal Opportunity

Activate Interactive Singapore is an equal opportunity employer. Employment decisions will be based on merit, qualifications and abilities. Activate Interactive Pte Ltd does not discriminate in employment opportunities or practices on the basis of race, colour, religion, gender, sexuality, national origin, age, disability, marital status or any other characteristics protected by law.