Director of Hospitality, Retail Experiences

About the role

Capital One’s Retail Experiences team owns Customer Experience (CX) delivery for the Retail Bank’s physical channels: the Café and Branch networks. The Director of Hospitality will lead the customer‑facing, multi‑unit food and beverage program in the nationwide Capital One Café network. This high‑impact role manages a small internal team and the relationship with a third‑party food and beverage operator, driving strategy around menu offerings, frontline readiness, and promotional/marketing plans while partnering with leaders across Retail Design, Marketing, Strategy, Product, and Frontline leadership.

Key Responsibilities

• Program Vision: Lead the vision for the Capital One Café food & beverage (F&B) program, ensuring alignment with broader Retail Experience strategy.
• Menu & Offering Innovation: Develop and evolve F&B menu offerings to meet evolving customer needs.
• Operational Excellence: Set and maintain rigorous operating standards and SOPs to ensure consistent, premium guest experiences across the nationwide network.
• Strategy Execution: Drive frontline readiness, promotional and marketing plans, and operational adjustments to maximize efficiency and customer satisfaction.
• Vendor Management: Own the end‑to‑end relationship and performance metrics for the third‑party F&B operator; define and enforce financial reporting standards and staffing guidelines.
• Quality Assurance: Oversee network performance through analysis of customer feedback, mystery shopping, and operational audits.
• Contract Governance: Manage operational accountability and service‑level agreements (SLAs) with external partners.
• Cross‑Functional Leadership: Provide tactical and strategic partnership to leaders across Retail Design, Marketing, Strategy, Product, and Frontline to integrate hospitality into the overall Café experience.
• Marketing Integration: Collaborate with internal marketing and PR teams to craft and amplify the guest experience story and Café promotional programming.
• Events & Programming Integration: Align F&B integration with seasonal campaigns, in‑café events, promotions, and programming.
• People Leadership: Lead, develop, and coach a high‑performing internal team, fostering continuous learning, collaboration, and innovation.
• Financial & Resource Management: Manage the F&B program budget, balancing guest experience elevation with cost efficiencies and profitability.
• Performance Tracking: Own alignment, tracking, and management of team KPIs and OKRs; conduct regular business reviews with senior leadership.

Basic Qualifications

• Bachelor’s Degree or Military experience
• At least 7 years of Project Management experience
• At least 5 years of People Management experience

Preferred Qualifications

• Master’s / MBA degree
• 8+ years of Project Management experience
• 6+ years of People Management experience
• PMP, Lean, Agile, or Six Sigma certification
• Exceptional communication and collaboration skills
• Excellent problem‑solving and influencing skills

Pay

• McLean, VA: $206,000 – $235,100
• New York, NY: $224,800 – $256,500
• Richmond, VA: $187,300 – $213,700
• Wilmington, DE: $187,300 – $213,700
• Other locations: salary range based on local market; actual annualized salary reflected in the offer letter.
• Eligibility for performance‑based incentive compensation (cash bonus and/or long‑term incentives) may apply.

Benefits

Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support total well‑being. Eligibility varies based on full‑ or part‑time status, exempt or non‑exempt status, and management level.