Senior Manager, Digital Experience & Delivery

Company description:

The Agency for Integrated Care (AIC) aims to create a vibrant care community for people to live well and age gracefully. AIC coordinates and supports efforts in integrating care to achieve the best care outcomes for our clients. We reach out to caregivers and seniors with information on staying active and ageing well, and connect people to services they need. We support stakeholders in their efforts to raise the quality of care, and also work with health and social care partners to provide services for the ageing population. Our work in the community brings care services and information closer to those in need. For more about us, please visit https://www.aic.sg.

Job Description

• The Senior Manager (Digital Experience & Delivery) leads the delivery, governance and continuous improvement of the agency's corporate and programme websites. To ensure structured execution of digital initiatives, strong consumer-oriented user experience, and clear, citizen-friendly content. The role is accountable for timely delivery of digital enhancements, implementation of GenAI-powered search and chatbot capabilities, and strengthening operational discipline across the digital team.

  • Lead Digital Delivery & Governance
  • Oversee the team's end-to-end delivery of website enhancements and integration projects, as well as content syndication with content partners
  • Establish and enforce structured project plan, SOPs, workflows and prioritisation frameworks
  • Manage interdependencies with appointed web developers, system vendors, content and product owners
  • Escalate risks and propose mitigation strategies
  • Champion Consumer-Oriented UI/UX
  • Review and challenge requirements to safeguard user experience (experience should be delivered per what users want or need), balancing against policy directives and demands
  • Advocate for low-barrier, intuitive digital journeys and content
  • Guide UI/ UX refreshes and improvements where required
  • Oversee editorial quality and plain-language standards
  • Develop and implement content guidelines across corporate, programme and partner sites.

Job Requirements

• Minimum 8 years' experience in digital delivery, digital product management, or digital transformation with at least 5 years of supervisory experience in managing direct reports to deliver on outcomes
• Experience managing public-facing digital platforms
• Familiarity with CMS environments and vendor management (working directly with web developers or through intermediaries like Synapxe)
• Prior experience in public sector or regulated environments preferred
• Structured, disciplined and execution-focused
• Proactive and comfortable handling complexity amidst ambiguity
• Tactfully decisive and accountable in driving delivery outcomes
• Able to see the big picture and put in place ground operations to meet big picture requirements
• Strong written English and editorial capability