Manager, Customer Success Ops Specialist (IPPD)

The Customer Success Ops Specialist supports the operational delivery of customer success, stakeholder engagement and product adoption activities for the Jobs-Skills Portal (JSP) and related Jobs-Skills Intelligence (JSI) products. The role focuses on stakeholder support operations, feedback management, reporting, onboarding coordination and operational follow-through to ensure positive user experiences and effective adoption of products and services.

This role provides operational support during a period of increased stakeholder engagement and product rollout activities associated with JSP enhancements, JSI tools and AI Skills@Work initiatives.

What you will be working on:

Stakeholder Support & Enquiry Management

. Coordinate and track stakeholder enquiries received through various engagement channels.

. Monitor response timelines and ensure timely follow-up with relevant internal stakeholders.

. Support stakeholder onboarding activities and facilitate access to products, tools and resources.

. Maintain records of stakeholder interactions and support requests.

Customer Success Operations

. Consolidate, monitor and analyse stakeholder feedback received from user engagements, outreach activities and product launches.

. Maintain customer success trackers, engagement logs and feedback repositories.

. Coordinate follow-up actions arising from stakeholder feedback and operational issues.

. Support implementation and testing of process improvements arising from user feedback.

Product Adoption Support

. Support outreach and engagement activities aimed at increasing awareness and adoption of JSP and JSI products.

. Assist in organising onboarding sessions, demonstrations, briefings and product launch activities.

. Track stakeholder participation, engagement metrics and adoption indicators.

. Support preparation of adoption and engagement reports for management review.

Data Management & Reporting

. Maintain and update stakeholder databases, engagement records and customer success dashboards.

. Support data collection, analysis and reporting relating to stakeholder engagement, user feedback and product adoption.

. Prepare regular reports, presentations and updates for internal stakeholders and management.

Operational Coordination

. Coordinate logistics and administrative support for stakeholder engagement activities, workshops, outreach events and product launches.

. Support project teams in tracking action items and implementation timelines.

. Maintain documentation related to customer success processes, workflows and standard operating procedures.

Requirements

Experience

. Experience in customer service operations, stakeholder engagement support, programme administration, project coordination, customer success operations or related roles.

. Experience in coordinating multiple stakeholders and managing operational processes is an advantage.

. Experience supporting digital products, platforms or service delivery initiatives will be beneficial.

Skills & Competencies

. Strong organisational and coordination skills.

. Good stakeholder management and communication skills.

. Strong attention to detail and follow-through.

. Ability to manage multiple priorities and deadlines.

. Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

. Ability to analyse information and present insights clearly.

. Experience working with CRM systems, stakeholder databases or reporting tools is an advantage.

Key Deliverables

. Timely coordination and follow-up of stakeholder enquiries and requests.

. Accurate maintenance of stakeholder engagement and feedback records.

. Effective support for onboarding, outreach and product launch activities.

. Timely preparation of customer success, engagement and adoption reports.

. Operational support for JSP, JSI and AI Skills@Work initiatives.

Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.