Director of Hospitality, Retail Experiences

Overview

Director of Hospitality, Retail Experiences

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.

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.

In this high impact role, you’ll lead a small internal team as well as own the relationship with and performance of our third-party food and beverage operator. You’ll drive strategy around menu offerings, frontline readiness, and promotional/marketing plans, partnering closely with leaders across Retail Design, Marketing, Strategy, Product, and Frontline leadership. Through this work you’ll turn CX strategy into reality and build a scalable hospitality program to support our growing cafe footprint. You’ll operate in a collaborative environment that values your insight, encourages continuous learning, and rewards innovation.

Key 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

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:

• 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

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $206,000 - $235,100 for Director, Project Management

New York, NY: $224,800 - $256,500 for Director, Project Management

Richmond, VA: $187,300 - $213,700 for Director, Project Management

Wilmington, DE: $187,300 - $213,700 for Director, Project Management

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).