Director of Hospitality, Retail Experiences

About the role

The Role: The Retail Experiences team owns Customer Experience (CX) delivery for the Retail Bank’s physical channels: the Café and Branch networks. We are looking for a Director of Hospitality to lead the customer-facing, multi-unit food and beverage program in our nationwide Capital One Café network.

Responsibilities

• Food & Beverage (F&B) Program Strategy & Operations
  • Program Vision: Lead the vision for the Capital One Café F&B program, ensuring alignment with our 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 standard operating procedures (SOPs) to ensure consistent, premium guest experiences across the nationwide network.
  • Strategy Execution: Drive work around frontline readiness, promotional and marketing plans, and operational adjustments to maximize efficiency and customer satisfaction.
  • Partner & Vendor Management
    • Vendor Performance: Own the end-to-end relationship and performance metrics for our third-party food and beverage operator; define and enforce partner financial reporting standards and staffing guidelines.
    • Quality Assurance: Oversee network performance through regular analysis of customer feedback, mystery shopping, and operational audits to ensure excellence in delivery.
    • Contract Governance: Manage operational accountability and service-level agreements (SLAs) with external partners.
  • Cross-Functional Leadership
    • Strategic Collaboration: Provide tactical and strategic thought partnership to leaders across Retail Design, Marketing, Strategy, Product, and the Frontline to ensure the hospitality experience is seamlessly integrated into the overall Capital One Café customer experience.
    • Marketing Integration: Work closely with internal marketing and PR teams to craft and amplify the guest experience story and Café promotional programming.
    • Events and Programming Integration: Provide strategic alignment and F&B integration into seasonal campaigns, in-cafe events, promotions, and programming on an ongoing basis.
  • Team Business Operations
    • People Leadership: Lead, develop, and coach a high-performing internal team, fostering a culture of continuous learning, collaboration, and innovation.
    • Financial & Resource Management: Manage the F&B program budget, balancing the need to elevate the guest experience while finding cost efficiencies and driving overall profitability.
    • Performance Tracking: Own the alignment, tracking, and management of team KPIs and OKRs, driving regular business reviews with senior leadership.

  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:

  • Masters / 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

  Benefits

  This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).

  Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.

  Learn more at the Capital One Careers website.

  Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

  This role is expected to accept applications for a minimum of 5 business days. No agencies please.

  Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws.

  Capital One promotes a drug-free workplace.

  Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.