Experience Capability & Performance Manager

Role purpose and scope

Set standards and develop capability

• Maintain the Experience Manager Competency Standard; assess all 27 Experience Managers every six months and publish a live Capability Matrix and population-level gap analysis.
• Create signed, tracked development plans; design and deliver technical curriculum and certification; coach in the field and build a network of subject-matter experts, trainers, buddies, and mentors.
• Verify application on site; self-reported completion is not accepted.

Onboarding and performance

• Own orientation and technical onboarding for new hires; assess at Day 30 and Day 90, with no unsupervised assignments before certification.
• Target a median time of 60 days to CORE certification.
• Own the KPI framework and monthly Performance Scorecard; reconcile Masterplan, SnagReport, Finance, and Mollak data.
• Diagnose whether gaps relate to capability, management, process, or data; Portfolio Managers decide the action.

Standards and continuous improvement

• Maintain the Standards Library of SOPs, playbooks, and checklists.
• Update standards within 15 working days of regulatory changes and fix processes before training individuals.

Essential requirements

• Bachelor’s degree in Engineering, Property/Facilities Management, Business Administration, or a related field.
• At least 6 years in Dubai OA/community management, including at least 3 years personally running portfolios, budgets, General Assemblies, Mollak cycles, and service-provider performance.
• Proven ability to raise others’ performance to measurable standards, with before-and-after evidence.
• Deep knowledge of Dubai Law No. 6/2019, RERA, Mollak, escrow, service charges, DLP, and facilities management contracting.
• Advanced Excel and experience with Masterplan, SnagReport, and the Mollak portal.
• Fluent written and spoken English; Arabic is an advantage.
• Core expertise includes OA governance, service charge management, community operations, provider management, technical training, coaching, facilitation, persuasion, and influencing; solid assessment, data analysis, and process improvement.

Preferred qualifications

• RERA/DREI or an accredited OA management qualification is preferred.
• Train-the-Trainer, ICF/EMCC coaching, or CIPD/A1 assessor qualification is preferred; it may be funded after hire.