(Senior) Manager, Digital Services

As (Senior) Manager, Digital Services within the Student Placement and Services Division, Customer Services Branch (CSB) at the Ministry of Education in Singapore, you will lead the strategic oversight and operational management of the Ministry's primary digital customer service channels. This pivotal role involves ensuring the seamless functionality, continuous improvement, and user-centric design of critical digital touchpoints, including the AskMOE chatbot and associated digital platforms. Your leadership will be crucial in enhancing the digital experience for students, parents, and educators interacting with the Ministry, driving efficiency and accessibility in service delivery through technology. You will collaborate closely with internal stakeholders across IT, design, and business units to align digital services with broader educational goals and policy objectives.

About the Role

You will be responsible for the end-to-end management of the Ministry's core digital customer service infrastructure. This encompasses defining service standards, monitoring performance metrics, implementing enhancements, and ensuring robust security and compliance. Your focus will be on optimizing user journeys, resolving technical issues promptly, and fostering a culture of innovation within the digital services team. You will provide strategic direction and operational leadership, ensuring the digital services team delivers high-quality, reliable, and accessible support to all users of the Ministry's online platforms.

Key Responsibilities

• Lead the day-to-day operations and strategic direction of the Ministry's digital customer service channels, including the AskMOE chatbot and related digital platforms.
• Develop, implement, and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure high-quality, efficient, and user-friendly digital service delivery.
• Drive continuous improvement initiatives, including user experience (UX) enhancements, feature development, and process optimization for digital touchpoints.
• Collaborate with cross-functional teams (IT, design, business units) to define requirements, prioritize initiatives, and ensure successful delivery of digital service projects.
• Provide technical leadership, mentorship, and guidance to the digital services team, fostering skill development and operational excellence.
• Ensure adherence to security protocols, data privacy standards, and regulatory requirements governing digital customer service operations.
• Act as the primary point of contact for resolving complex technical issues and escalations related to digital service channels.

Requirements

• Extensive experience (minimum 8-10 years) in managing digital customer service operations, with a proven track record in leading teams responsible for online platforms and chatbots.
• Demonstrated expertise in overseeing the full lifecycle of digital service delivery, including design, development, testing, deployment, and ongoing maintenance.
• Strong leadership skills with a history of mentoring and developing technical teams within a service-oriented environment.
• Deep understanding of user experience (UX) principles and the ability to translate user needs into effective digital service solutions.
• Experience working within a government or large public sector organization, understanding complex stakeholder environments and policy-driven contexts.
• Proficiency in project management methodologies and tools, with the ability to manage multiple priorities and deliver against tight deadlines.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with both technical and non-technical stakeholders.
• Relevant tertiary qualifications in a field such as Computer Science, Information Technology, Business Administration, or a related discipline.