Market Manager

About the role

As a Market Manager, you are the driving force behind providing a dynamic, memorable experience in the branch. You will coach your Branch Ambassador team to create amazing interactions, cultivating an inclusive culture centered on delivering an exceptional experience for every customer, every time. Your leadership style is defined by your ability to include, empower, and inspire your team. You will be a trusted mentor, strategist, and guide for their individual development and overall team performance.

This role focuses on leadership with a mission, free from traditional sales quotas, allowing you to invest in your team’s growth and elevate the guest experience. We provide an inclusive environment with heavy investment in your leadership journey, ensuring you have the tools to empower your people, inspire your community, and show up highly effective across your market every day.

Responsibilities

• Cultivate "Every Customer, Every Time": Coach your team to measure success by the depth and quality of human connection, ensuring every interaction is impactful. Handle complex customer escalations and engage with partners to ensure a seamless, high-tier experience.
• Lead through Behavioral Coaching: Create a supportive, high-energy environment through real-time observation and continuous behavioral feedback. Empower Ambassadors to think independently and take ownership of operations.
• Bring the Capital One Brand to Life: Maintain a pristine branch environment and serve as an authentic advocate for Capital One’s values. Collaborate with business partners to ensure the customer experience aligns with high standards.
• Lead with an Owner’s Mindset & Drive Continuous Improvement: Manage 1–3 branches with a franchise ownership attitude. Drive operational excellence, manage talent and resources, and use customer feedback to iterate and elevate the branch experience.
• Empower De-escalation & Resourceful Problem-Solving: Build a team with critical thinking skills to handle unexpected scenarios. Coach Ambassadors to navigate unique financial situations or operational challenges, stepping in for complex interventions when needed.
• Embrace Digital Innovation & Simplify the Complex: Coach your team on mobile and online banking experiences. Leverage technology like AI and GEMS to streamline processes and reduce administrative burdens, keeping the team focused on human-centered activities.
• Drive Purposeful Community Impact: Champion volunteerism and guide your team in connecting with local organizations, nonprofits, and charities. Facilitate participation in approved community initiatives aligned with Capital One’s strategic partnerships.

Requirements

• High School Diploma, GED, or Equivalent Certification
• At least 2 years of Retail, Sales, or Banking Experience
• At least 1 year of People Management experience or 1 year of Supervisory experience

Preferred Qualifications

• Bachelor’s Degree
• 4+ years of Customer, Retail, or Financial Services experience
• 2+ years of People Management experience

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.