Manager, Operational Excellence

About This Role

About The Company

Modon is an international holding company, headquartered in Abu Dhabi, United Arab Emirates, and listed on the Abu Dhabi Securities Exchange (ADX). Modon is at the forefront of urban innovation, creating iconic designs and experiences that continually surpass expectations.

From real estate to hospitality, asset and investment management, events, catering and tourism, we are bringing cities to life through delivering long-term and sustainable value.

About The Role

Modon is seeking a highly motivated Manager, Operational Excellence to be responsible for driving process improvement, operational efficiency, and service quality across customer-facing commercial functions.

This role will work closely with the Senior Manager – Customer Excellence, to support continuous improvement initiatives, operational governance, and performance monitoring across customer management and commercial service operations.

The ideal candidate is a process-driven and analytical professional with strong experience in operational excellence and customer experience within a commercial or real estate environment.

They should be skilled in process improvement, performance monitoring, and customer journey optimization, with the ability to translate operational data into actionable insights.

Your role as a Manager, Operational Excellence will include driving operational excellence by improving internal processes and service efficiency across customer-facing functions. You will help enhance the customer journey across sales and post-sales touchpoints, develop and maintain SOPs to ensure consistent service delivery, and monitor key operational KPIs.

The role also involves supporting continuous improvement initiatives, collaborating with cross-functional teams to improve operational performance and customer experience, and contributing to the enhancement of digital tools and CRM systems.

Key Responsibilities

• Drive operational excellence and process improvement across customer management and commercial service functions.
• Analyze and optimize customer journey touchpoints across sales, handover, and post-sales stages.
• Develop and implement SOPs and operational guidelines to ensure consistent service delivery.
• Establish and monitor operational KPIs related to service efficiency, response times, and service quality.
• Prepare performance reports and provide insights to support operational improvements and customer satisfaction.
• Lead continuous improvement initiatives to enhance internal processes and service delivery.
• Collaborate with Digital and IT teams to support CRM enhancements, operational tools, and automation.
• Work closely with Sales, Marketing, Customer Management, and Delivery teams to ensure operational alignment.
• Provide operational insights and recommendations to senior management to support decision-making.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Professional certifications related to process improvement or operational excellence are considered an advantage.
• Minimum 6–8 years of experience in operational excellence, process improvement, customer operations, or related roles.
• Experience within real estate development, property management, or customer service operations is preferred.
• Proven experience in implementing operational improvements and process optimization initiatives.

Why Join Modon

• Opportunity to work on high-profile residential developments in one of the region’s most exciting real estate markets.
• Exposure to large-scale project launches and investor engagement.
• A collaborative environment that supports career growth within real estate development and sales.
• The chance to contribute to iconic communities shaping the future of Abu Dhabi.