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 StandardOwn and maintain the Experience Manager Competency StandardAssess all 27 EMs against it; re-assess every 6 monthsPublish the live Capability Matrix and population-level gap analysis✅ Develop & CoachTurn assessment results into signed, tracked development plansDesign and deliver the EM technical curriculum & certificationProvide field-based 1:1 coaching; build a network of SMEs, trainers, buddies & mentorsVerify application on-site — self-reported completion is not accepted✅ Onboard for ReadinessOwn the full orientation & technical onboarding journey for all new hiresAssess at Day 30 and Day 90; no unsupervised assignments until certifiedTarget: median time to CORE certification ≤ 60 days✅ Clarify PerformanceOwn the EM KPI framework & monthly Performance ScorecardReconcile data across Masterplan, SnagReport, Finance & MollakDiagnose gaps: capability vs management vs process vs data — Portfolio Managers decide the action✅ Raise Standards ContinuouslyBuild and maintain the EM Standards Library (SOPs, playbooks, checklists)Update within 15 working days of any regulatory changeFix the process before training the personRequirementsEssentialBachelor'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 performanceProven track record raising others' performance to measurable standards — with before/after evidenceDeep knowledge: Dubai Law No. 6/2019, RERA, Mollak, escrow, service charges, DLP, FM contractingAdvanced Excel; Masterplan, SnagReport, Mollak portal experienceFluent written & spoken English — Arabic is an advantagePreferredRERA/DREI or accredited OA management qualificationTrain-the-Trainer, ICF/EMCC coaching, or CIPD/A1 assessor qualification (can be funded post-hire)Core CompetenciesExpert in OA Governance & Service Charge ManagementExpert in Community Operations & Provider ManagementExpert in Technical Training, Coaching & FacilitationExpert in Persuasion & Influencing — your success depends entirely on thisSolid in Assessment, Data Analysis & Process Improvement