Experience Capability & Performance Manager

The Experience Capability & Performance Manager defines what a competent KAIZEN Experience Manager looks like, measures every Experience Manager against that standard, and closes the gap — so community and building performance is consistent across the portfolio regardless of which Experience Manager is assigned.

The role owns capability, standards, assessment, development and KPI visibility. It also owns the orientation, technical onboarding and readiness of all new Experience Managers, and builds the SME, trainer, buddy and mentor network that makes the model scalable across a growing population.

Portfolio Managers remain the Experience Manager's line manager and retain full accountability for day-to-day management, operational performance, formal performance management and consequences. This role works through influence, not line authority.

What You’ll Do

✅ Set the Standard

• Own and maintain the Experience Manager Competency Standard
• Assess all 27 EMs against it; re-assess every 6 months
• Publish the live Capability Matrix and population-level gap analysis

✅ Develop & Coach

• Turn assessment results into signed, tracked development plans
• Design and deliver the EM technical curriculum & certification
• Provide field-based 1:1 coaching; build a network of SMEs, trainers, buddies & mentors
• Verify application on-site — self-reported completion is not accepted

✅ Onboard for Readiness

• Own the full orientation & technical onboarding journey for all new hires
• Assess at Day 30 and Day 90; no unsupervised assignments until certified
• Target: median time to CORE certification ≤ 60 days

✅ Clarify Performance

• Own the EM KPI framework & monthly Performance Scorecard
• Reconcile data across Masterplan, SnagReport, Finance & Mollak
• Diagnose gaps: capability vs management vs process vs data — Portfolio Managers decide the action

✅ Raise Standards Continuously

• Build and maintain the EM Standards Library (SOPs, playbooks, checklists)
• Update within 15 working days of any regulatory change
• Fix the process before training the person

Essential

• Bachelor’s degree (Engineering, Property/Facilities Management, Business Admin or related)
• 6+ years in Dubai OA/community management — minimum 3 years personally running portfolios, budgets, General Assemblies, Mollak cycles & service-provider performance
• Proven track record raising others’ performance to measurable standards — with before/after evidence
• Deep knowledge: Dubai Law No. 6/2019, RERA, Mollak, escrow, service charges, DLP, FM contracting
• Advanced Excel; Masterplan, SnagReport, Mollak portal experience
• Fluent written & spoken English — Arabic is an advantage

Preferred

• RERA/DREI or accredited OA management qualification
• Train-the-Trainer, ICF/EMCC coaching, or CIPD/A1 assessor qualification (can be funded post-hire)

Core Competencies

• Expert in OA Governance & Service Charge Management
• Expert in Community Operations & Provider Management
• Expert in Technical Training, Coaching & Facilitation
• Expert in Persuasion & Influencing — your success depends entirely on this
• Solid in Assessment, Data Analysis & Process Improvement