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[What you will be working on]
To establish and manage the operational systems, analytics infrastructure, launch processes, feedback loops, and delivery practices required to support WorkPassConnect as a reliable and scalable platform for Work Pass Holders and MOM Producers.
The WorkPassConnect platform is entering a critical phase of development, moving from POV-Beta through to broader rollout across the Work Pass Holder population by end 2027. As the platform scales to onboard additional MOM divisions and approved Producers, the operational complexity grows significantly — spanning producer onboarding, service configuration, cross-team coordination, and ensuring that shared capabilities such as authentication, consent management, and notifications are consistently and correctly implemented across all services built on the platform. This work requires dedicated Product Operations support that sits between the technical delivery team and the business stakeholders who depend on the platform. Without this capacity, the risk is that onboarding bottlenecks, inconsistent implementation of platform standards, and unresolved operational issues will erode the usability gains already demonstrated in early testing. The Product Ops role is a operational requirement for WorkPassConnect to fulfil its mandate as a unified, reliable, and scalable platform for Work Pass Holder-facing services.
The scope for Product Ops include as follows:
Product analytics and reporting
Build and maintain analytics infrastructure and automated dashboards to provide centralised visibility into WorkPassConnect’s key metrics, user behaviour, and engagement trends.
Product team has timely and reliable visibility of platform performance, user behaviour, adoption, and engagement trends.
Platform operational workflows
Establish and manage WorkPassConnect’s operational workflows, including Producer onboarding, incident handling, release processes, and cross-functional coordination.
Platform operations are consistent, reliable, and scalable as more Producers and mini-services are onboarded.
Launch readiness and release coordination
Lead end-to-end launch readiness for new features and mini-services, including scope definition, success metrics, launch plans, risk registers, and post-launch retrospectives.
New features and mini-services are launched in a structured and controlled manner, with clear readiness checks and post-launch learning.
Voice of Customer programme
Architect and manage WorkPassConnect’s Voice of Customer programme by consolidating user feedback, support data, and research insights into actionable recommendations.
User feedback is systematically captured, analysed, and converted into product improvement opportunities.
Closed-loop feedback management
Implement feedback processes that track issue resolution, measure impact on user satisfaction, and ensure insights are fed back into the product backlog.
User issues and pain points are not only captured but also tracked through to resolution and product improvement.
Tooling, automation, and documentation
Identify and implement tooling, automation, templates, and documentation practices to reduce manual…