Experience Capability & Performance Manager

About the role

The Experience Capability & Performance Manager defines the competency standard for KAIZEN Experience Managers, measures performance against that standard and closes gaps to ensure consistent community and building performance across the portfolio.

Key responsibilities

• Own and maintain the Experience Manager Competency Standard; assess all Experience Managers every six months and publish a live Capability Matrix.
• Translate assessment results into signed development plans, design and deliver technical curriculum, and provide field‑based coaching with a network of SMEs, trainers, buddies and mentors.
• Lead orientation and technical onboarding for new hires, assess readiness at Day 30 and Day 90, and ensure certification before unsupervised assignments.
• Manage the EM KPI framework, reconcile data across Masterplan, SnagReport, Finance and Mollak, and diagnose capability, management, process or data gaps.
• Maintain the EM Standards Library (SOPs, playbooks, checklists) and update it within 15 working days of any regulatory change.

Required profile

• Bachelor’s degree in Engineering, Property/Facilities Management, Business Administration or related field.
• 6+ years of experience in Dubai OA/community management, including at least 3 years managing portfolios, budgets, General Assemblies, Mollak cycles and service‑provider performance.
• Proven track record of raising others’ performance to measurable standards with documented before/after results.
• Deep knowledge of Dubai Law No. 6/2019, RERA, Mollak, escrow, service charges, DLP and FM contracting.

Required skills

• Advanced Excel.
• Experience with Masterplan, SnagReport and the Mollak portal.