Manager Performance Excellence📣 Job Ad

About the Role

Qiddiya is seeking a Manager - Performance Excellence to oversee and assure the performance of Sales & Leasing operations across all asset classes. This full-time role is based in Riyadh, Riyadh Province, and requires 5-10 years of experience. The Manager will be instrumental in driving consistency, scalability, and continuous improvement within the Sales & Leasing functions.

Role Context and Purpose

The Sales & Leasing Performance Unit is responsible for establishing and governing best-practice standards across Qiddiya. This role operates within this central governance and enablement function, focusing on performance assurance, quality control, mystery shopper programs, performance monitoring, and root cause analysis. The objective is to provide objective diagnostics and risk visibility to identify performance issues early and translate them into actionable improvements.

Core Responsibilities

• Lead the Performance Excellence function, establishing and maintaining performance assurance frameworks, methodologies, and controls for Sales & Leasing.
• Design, implement, and govern Quality Assurance / Quality Control (QA/QC) frameworks, including audits, evaluations, and scoring methodologies.
• Own and govern the Sales & Leasing Mystery Shopper program as an independent performance validation mechanism.
• Oversee Sales & Leasing performance monitoring, analyzing data from QA/QC, mystery shoppers, KPIs, and Voice of Customer (VoC) inputs to identify issues and risks.
• Establish and govern Root Cause Analysis (RCA) methodologies for performance issues and lead RCA activities to diagnose underlying causes.
• Define Corrective and Preventive Action (CAPA) requirements and formally hand off improvement actions to the Continuous Improvement function.
• Provide clear, evidence-based improvement requirements to the Continuous Improvement function and validate the effectiveness of implemented improvements.
• Partner closely with Sales & Leasing Operations, CX, CRM, Digital, Training, BI, and VoC teams to ensure alignment.
• Act as the escalation point for Sales & Leasing performance, quality, and compliance risks.
• Lead and develop the Performance Excellence team, setting priorities and ensuring timely delivery of activities.

Qualifications and Experience

• Bachelor’s degree in business, Engineering, Quality, Operations, or a related discipline.
• Minimum of 6 years of experience in Performance Excellence, Quality Assurance, Operational Excellence, or related domains.
• At least 2-3 years in senior or managerial roles.
• Strong expertise in QA/QC frameworks, performance monitoring, and diagnostic methodologies.
• Proven ability to conduct and govern Root Cause Analysis and CAPA in complex operational environments.
• Strong analytical, judgment, and stakeholder management skills.

Preferred Qualifications

• Master’s degree in business administration or a related field.
• Professional certifications in Business Excellence, Quality, or Continuous Improvement.
• Experience within Sales, Leasing, real estate, or customer-facing operational environments.
• Arabic language capability (written and spoken).

Work Location and Type

This is a full-time position located in Riyadh, Riyadh Province.