Café Coach- Boulder

About the role

This isn't just a management job - it's leadership with a mission. Because we've removed the pressure of traditional sales quotas, you are free to focus entirely on investing in your team’s growth and elevating the guest experience.

Responsibilities

• Cultivate "Every Customer, Every Time": You are obsessed with the guest experience. You will coach your team to measure success by the depth and quality of human connection, ensuring every single interaction is impactful.
• Lead through Behavioral Coaching: You lead through active presence, creating a supportive, high-energy environment where your leadership style is defined by your ability to include, empower, and inspire your team. You focus on how your team shows up for our guests rather than traditional numeric quotas.
• Bring the Capital One Brand to Life: You take pride in our brand and our physical space. You will coach your team to maintain a pristine environment and serve as an authentic advocate for Capital One’s values.
• Lead with an Owner’s Mindset & Drive Continuous Improvement: You approach the Café with a franchise ownership attitude and a forward-thinking mindset that never settles for the status quo. You drive operational excellence, listen to customer feedback with patience, and uncover insights to constantly iterate and elevate the space - ensuring your team meets customer-centric goals and the Café experience is always evolving.
• Anchor a Well-Managed Operation: You know that a truly exceptional guest experience requires a rock-solid operational foundation. You will flawlessly oversee daily operational routines, safeguard customer privacy, and ensure strict adherence to Capital One’s policies—creating a safe, sound, and seamlessly managed environment so your team can stay focused on building meaningful human connections.
• Empower De-escalation & Resourceful Problem-Solving: You build a team with the critical thinking skills to handle the unexpected. You will coach and empower Café Ambassadors to be strong, independent problem solvers who can confidently navigate scenarios they may have never encountered before - whether that’s guiding a customer through a unique situation or smoothing out an unexpected operational wrinkle.
• Embrace Digital Innovation & Simplify the Complex: You are digitally savvy and forward-thinking. On the floor, you will coach your team on how to help guests easily navigate our mobile and online banking experiences. Behind the scenes, you bring a sense of curiosity to leveraging emerging technology like AI and GEMS to streamline processes, solve problems, and remove administrative burdens - ensuring your team’s energy remains focused entirely where it matters most: on deeply human-centered activities.
• Drive Purposeful Community Impact: You understand your local market and know how to bring people together. You will guide your team as they host events and build relationships, ensuring all local engagement aligns seamlessly with Capital One’s established programs and strategic community partnerships for maximum, professional impact.

Qualifications

• High School Diploma, GED, or Equivalent Certification
• At least 2 years of Customer, Retail, or Financial Services experience
• At least 1 year of People Management experience or 2 years Retail Bank Experience