Experience Capability & Performance Manager

Role overview

Standards and assessment

• Own and maintain the Experience Manager Competency Standard; assess all 27 Experience Managers and reassess every six months.
• Publish the live Capability Matrix and population-level gap analysis.
• Turn assessment results into signed, tracked development plans.

Development and onboarding

• Design and deliver the technical curriculum and certification; provide field-based one-to-one coaching.
• Build a network of subject-matter experts, trainers, buddies, and mentors; verify skill application on-site rather than accepting self-reported completion.
• Own orientation and technical onboarding; assess new hires at Day 30 and Day 90, with no unsupervised assignments until certified.
• Target median time to CORE certification of 60 days or less.

Performance and standards

• Own the KPI framework and monthly Performance Scorecard; reconcile data across Masterplan, SnagReport, Finance, and Mollak.
• Diagnose capability, management, process, or data gaps; Portfolio Managers decide what action to take.
• Maintain the Standards Library of SOPs, playbooks, and checklists; update it within 15 working days of regulatory changes.
• 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.
• Evidence of measurable improvements to others' performance, with before-and-after evidence.
• Deep knowledge of Dubai Law No. 6/2019, RERA, Mollak, escrow, service charges, DLP, and FM contracting.
• Advanced Excel and experience with Masterplan, SnagReport, and the Mollak portal.
• Fluent written and spoken English; Arabic is advantageous.

Preferred qualifications and competencies

• RERA/DREI or accredited OA management qualification preferred.
• Train-the-Trainer, ICF/EMCC coaching, or CIPD/A1 assessor qualification preferred; funding may be available after hire.
• Expertise in OA governance and service charge management; community operations and provider management; technical training, coaching, and facilitation.
• Strong persuasion and influencing; solid assessment, data analysis, and process improvement.