Manager/Senior Manager, Programme Planning Office (2 years contract)

[What the role is]

The Health Promotion Board's vision is to make Singapore a nation of healthier people.

Come be a part of this journey if you're passionate about creating boundary-pushing work that drives behavioral change.

You will be a part of HPB's Healthy 365 Project Management Office responsible for the product management of the Healthy 365 app. This includes planning, organising and monitoring product milestones, deliverables and coordinating across diverse business users and product lines.

[What you will be working on]

As a key member of ISPPO Division, you will execute the product management and operational processes of Healthy 365 app, bridging between strategic vision and tactical execution, focusing on five key areas:

1. Customer Feedback Management

You will own the end-to-end customer feedback management process for the H365 App, related programmes, and wearable support, conducting regular reviews to triage and prioritise issues by severity and user impact. Where issues escalate in complexity, you will lead their resolution while keeping stakeholders informed throughout. Beyond day-to-day triage, you will take a broader view of user sentiment - identifying recurring pain points, surfacing patterns, and translating insights into actionable recommendations that inform product strategy. You will proactively identify operational gaps and drive process improvements that reduce inefficiencies and enhance service delivery, working closely with internal stakeholders and external vendors to coordinate seamless support operations and optimise both efficiency and customer satisfaction. Supporting the implementation of operational initiatives, you will ensure alignment with departmental goals while maintaining accurate, well-organised records of feedback and resolution outcomes that enable data-driven decision-making. Through continuous improvement and close collaboration, you will help build a culture where every piece of user feedback is treated as an opportunity to do better

2. Knowledge Management & Documentation

You will be responsible for managing and maintaining the user guides and FAQ repository for the H365 App, ensuring that all documentation remains accurate, relevant, and up to date. Whenever new features are introduced or existing ones are enhanced, you will review and update the relevant FAQ content in a timely manner to reflect these changes. A key part of this role is ensuring that user guides and FAQs are written in clear, simple, and accessible language that users can easily understand and act upon - avoiding technical jargon and presenting information in a way that empowers users to self-serve confidently. You will also proactively identify gaps in existing documentation by drawing on user feedback and recurring queries, and translate these into helpful content that enhances the overall user experience.

Beyond the FAQ repository, you will oversee internal H365 knowledge management including the documentation of important H365 knowledge that business teams need to support enhancement-related processes. This ensures that critical institutional knowledge is captured, organised, and accessible to the right stakeholders at the right time.

3. Champion User Experience & Insights

You will own the end-to-end user experience feedback loop for the H365 App, driving efforts to understand and continuously improve how users engage with the product. This includes administering monthly Customer Satisfaction (CSAT) surveys, producing timely reports on findings, and analysing app usage patterns and metrics to surface actionable improvement opportunities. You will support user research initiatives to deepen understanding of user needs and behaviours, and maintain up-to-date insight reports covering key indicators such as CSAT scores and monthly active users. Where user queries or feedback are escalated, you will take ownership of their timely resolution, ensuring that user concerns are heard and that insights gathered feed directly into continuous product improvement.

4. Champion Governance & Productivity

You will lead process improvement and automation projects that drive operational efficiency and strengthen governance across the team. One of the key focus will be automating the customer fraud management process, reducing manual effort and improving the speed and consistency of fraud detection and resolution. You will identify opportunities to streamline workflows, implement scalable solutions, and ensure that productivity gains are sustained through robust documentation and change management practices.

5. Programme Support

You will play an integral role in supporting the end-to-end delivery of the H365 App programme. This encompasses contributing to app feature and programme design and development, assisting with backend setup, configurations, and checks, as well as providing content and marketing support to drive user engagement. You will support evaluation and analysis efforts to assess programme effectiveness, conduct testing of new features, and produce clear documentation to ensure continuity and knowledge sharing. You will also coordinate with internal and external stakeholders to facilitate timely updates and smooth implementation, while contributing to broader product and operations management to keep the programme running effectively.

[What we are looking for]

Join us if you are a dynamic and self-motivated professional with 5 to 8 years of of working experience preferably in IT Project Management or Digital Product Management. You thrive in a highly matrixed, fluid and fast-paced environment, and possess:

• Proven experience in digital product development, with strong understanding of digital solutions
• Strong data-analytics skills, complemented by excellent verbal and written communication abilities
• Demonstrated success in stakeholder management across multiple levels and functions
• Strong interpersonal skills with the ability to build collaborative partnerships, resolve conflicts, and drive consensus across diverse teams