Job Description
Lead the creation of a seamless phy-gital customer experience platform. The mission is to build and scale the systems that power both customer-facing journeys and the underlying physical infrastructure.
This scope covers two core domains.
- Digital Commerce and Experience Platforms
- Work closely with product and business teams to operationalise and scale digital platforms that support customer journeys across SingPost.
- Unified Customer Journeys - Translate business and product requirements into scalable, production-ready systems for onboarding, shipment creation, parcel tracking, and payments.
- Event-Driven Logistics Platforms - Build systems that respond to real-time logistics events, enabling dynamic tracking, automated notifications, and operational workflows.
- AI-Enabled Automation - Implement AI-driven workflows to improve customer support, operational visibility, and proactive service management.
- Self-Service Systems at Scale - Enable customers to independently complete key logistics journeys through reliable, intuitive, and low-friction self-service platforms.
- Physical-Digital Infrastructure (PUDO)
- Lead the evolution of SingPost's physical infrastructure into a scalable, technology-enabled platform.
- 24/7 Auto Lobbies - Drive the rollout of integrated self-service zones including lockers, drop-off kiosks, and automated posting infrastructure.
- Hardware-Software Orchestration - Ensure seamless integration between physical devices and backend systems, enabling real-time coordination of hardware, transactions, and logistics workflows.
- Rapid Deployment and Scaling - Design and implement deployment models that enable new infrastructure to be rolled out quickly, with minimal on-site dependency and low operational overhead.
- Operational Playbooks - Develop repeatable playbooks, SOPs, and support models that allow infrastructure to scale across locations while maintaining consistency and reliability.
Key Responsibilities:
Commercial Platform Mindset
- Adopt a platform and P&L mindset to position digital platforms as a core growth engine, strengthening SingPost.com and mobile apps as primary customer touchpoints while driving digital-first adoption across SOHO, SME, and consumer segments; simultaneously, transform physical infrastructure into digitally connected, revenue-generating nodes and evolve traditional mail systems into a future-ready, parcel-centric logistics network.
Leveraging the Asia Hardware Innovation Ecosystem
- Engage with Asia's hardware and robotics ecosystem to drive innovation and cost efficiency by sourcing and evaluating suitable technologies, optimizing cost-to-serve through regional advantages, ensuring seamless integration and standardisation with existing systems, and building strategic partnerships to accelerate scalable deployment.
Building Singapore's Smart Logistics Infrastructure
- Transform SingPost's infrastructure into a digitally enabled logistics platform by enabling physical assets to function as connected service nodes, integrating hardware and software with real-time logistics systems, driving continuous improvement through iterative deployments, and designing simple, scalable operations that perform efficiently across locations.
Requirements
- Bachelor's/Master's degree in Computer Science or related field
- At least 10 years of experience building and scaling real-world systems across hardware and software
- Strong understanding of event-driven and real-time systems
- Experience integrating IoT or physical infrastructure with cloud platforms
- Track record of deploying systems across multiple locations
- Ability to translate concepts into operational systems
- Familiarity with regional hardware ecosystems
