About the Role
The Experience Capability & Performance Manager defines what a competent Experience Manager looks like, measures every Experience Manager against that standard, and closes the gap — ensuring community and building performance is consistent across the portfolio, regardless of which Experience Manager is assigned.
This role is responsible for capability, standards, assessment, development, and KPI visibility. It encompasses the orientation, technical onboarding, and readiness of all new Experience Managers while building a network of SMEs, trainers, buddies, and mentors to scale the model across a growing population. Portfolio Managers serve as the Experience Manager's line managers and maintain full accountability for day-to-day management, operational performance, formal performance management, and consequences. This position operates through influence rather than line authority.
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What You’ll Do
✅ Set the Standard
- Own and maintain the Experience Manager Competency Standard
- Assess all 27 Experience Managers against this standard; 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 Experience Manager technical curriculum and certification
- Provide field-based 1:1 coaching; build a network of SMEs, trainers, buddies, and mentors
- Verify application on-site; self-reported completion is not accepted
✅ Onboard for Readiness
- Own the full orientation and 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 Experience Manager KPI framework and monthly Performance Scorecard
- Reconcile data across Masterplan, SnagReport, Finance, and Mollak
- Diagnose gaps: capability vs management vs process vs data; Portfolio Managers decide the action
✅ Raise Standards Continuously
- Build and maintain the Experience Manager Standards Library (SOPs, playbooks, checklists)
- Update within 15 working days of any regulatory change
- Fix the process before training the person
Essential Requirements
- Bachelor’s degree in Engineering, Property/Facilities Management, Business Administration, or a related field
- 6+ years in Dubai OA/community management; minimum 3 years running portfolios, budgets, General Assemblies, Mollak cycles, and service-provider performance
- Proven track record of raising others’ performance to measurable standards with before/after evidence
- Deep knowledge of Dubai Law No. 6/2019, RERA, Mollak, escrow, service charges, DLP, and FM contracting
- Advanced Excel skills; experience with Masterplan, SnagReport, and Mollak portal
- Fluent written and spoken English; Arabic is an advantage
Preferred Qualifications
- 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 and Service Charge Management
- Expert in Community Operations and Provider Management
- Expert in Technical Training, Coaching, and Facilitation
- Expert in Persuasion and Influencing — your success depends entirely on this
- Solid in Assessment, Data Analysis, and Process Improvement
