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, including the Café and Branch networks. The Director of Hospitality will lead the customer‑facing, multi‑unit food and beverage program across the nationwide Capital One Café network. This high‑impact role manages a small internal team, oversees the relationship and performance of a third‑party food and beverage operator, and drives strategy around menu offerings, frontline readiness, and promotional/marketing plans in partnership with Retail Design, Marketing, Strategy, Product, and Frontline leadership.

Responsibilities

• Program Vision & Strategy: Define and align the Capital One Café food & beverage (F&B) program with broader Retail Experience strategy.
• Menu & Offering Innovation: Develop and evolve menu offerings to meet evolving customer needs.
• Operational Excellence: Establish and maintain rigorous operating standards and SOPs to ensure consistent, premium guest experiences across the network.
• Strategy Execution: Drive frontline readiness, promotional and marketing plans, and operational adjustments to maximize efficiency and customer satisfaction.
• Vendor Management: Own end‑to‑end relationship and performance metrics for the third‑party F&B operator, including financial reporting standards and staffing guidelines.
• Quality Assurance: Oversee network performance through customer feedback analysis, mystery shopping, and operational audits.
• Contract Governance: Manage service‑level agreements (SLAs) and operational accountability 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 promotional programming.
• Events & Programming Integration: Align F&B offerings with seasonal campaigns, in‑café events, promotions, and ongoing 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 enhancements 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 equivalent military experience.
• At least 7 years of project management experience.
• At least 5 years of people management experience.

Preferred Qualifications

• Master’s degree or MBA.
• 8+ years of project management experience.
• 6+ years of people management experience.
• PMP, Lean, Agile, or Six Sigma certification.
• Exceptional communication, collaboration, 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 offer reflected in the candidate’s offer letter.
• Eligible for performance‑based incentive compensation (cash bonus and/or long‑term incentives).

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 classification, and management level.