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About the Role
The Retail Experiences team is seeking a Director of Hospitality to lead the customer-facing, multi-unit food and beverage program within the nationwide Capital One Café network. This role involves leading an internal team and managing a third-party operator, driving strategy for menu offerings, frontline readiness, and promotional plans to create a scalable hospitality program.
Responsibilities
- Lead the vision for the Capital One Café F&B program, ensuring alignment with broader Retail Experience strategy.
- Develop and evolve F&B menu offerings to meet evolving customer needs.
- Set and maintain rigorous operating standards and SOPs for consistent, premium guest experiences.
- Drive frontline readiness, promotional and marketing plans, and operational adjustments.
- Own the end-to-end relationship and performance metrics for the third-party food and beverage operator.
- Define and enforce partner financial reporting standards and staffing guidelines.
- Oversee network performance through analysis of customer feedback, mystery shopping, and operational audits.
- Manage operational accountability and service-level agreements (SLAs) with external partners.
- Provide strategic thought partnership to leaders across Retail Design, Marketing, Strategy, Product, and the Frontline.
- Work closely with internal marketing and PR teams to craft and amplify the guest experience story and Café promotional programming.
- Provide strategic alignment and F&B integration into seasonal campaigns, in-cafe events, promotions, and programming.
- Lead, develop, and coach a high-performing internal team, fostering a culture of continuous learning, collaboration, and innovation.
- Manage the F&B program budget, balancing guest experience elevation with cost efficiencies and profitability.
- Own the alignment, tracking, and management of team KPIs and OKRs, driving regular business reviews with senior leadership.
Requirements
- Bachelor’s Degree or Military experience
- At least 7 Years of Project Management experience
- At least 5 Years of People Management experience
- 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
- Capital One will not sponsor a new applicant for employment authorization for this position.
Skills
- Project Management
- People Management
- Food & Beverage Program Strategy
- Operational Excellence
- Vendor Management
- Contract Governance
- Cross-Functional Leadership
- Marketing Integration
- Budget Management
- Performance Tracking
- Communication
- Collaboration
- Problem Solving
- Influencing
Location
- McLean, VA
- New York, NY
- Richmond, VA
- Wilmington, DE
Work Type
- Full-time
Experience Level
- Director
Education Level
- Bachelor's Degree
- Master's Degree
- MBA
Salary/Compensations
- 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
Benefits
- Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
About the Company
- Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients.
- Our mission is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people.
- We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.
Equal Opportunity
- 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.
- If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.