Sr. Director, Operations Strategy and Guest Experience

Overview

Sr. Director, Operations Strategy and Guest Experience

Within the Premium Products & Experiences (PPX) organization, the Airport Experiences team is responsible for setting the enterprise-wide vision for Airport Lounges and Landings, designing and building the properties, setting the guest experience and growing the network in the U.S., all with the goal of setting a new bar for premium experiences in the market. The Airport Experience team is currently hiring a Sr. Director to lead the design and implementation of our operational strategy, including managing our operating partners, setting all operating standards, owning F&B partnerships and evolving the guest experience.

Capital One provides a fast paced, dynamic environment where you can excel in your career. At Capital One, diversity, inclusion & belonging are valued at our core, sparking and enabling us to do good for our associates, customers and communities. Guided by our shared values, we thrive in an environment where collaboration and openness are valued.  We nurture an environment that attracts and develops talent from all backgrounds and experiences, and empower our associates to do great work by creating a culture of belonging that values diverse perspectives, fosters collaboration and encourages innovative ideas – and are routinely recognized as one of the best companies to work for.

Responsibilities :

• Own overall lounge network performance, informed by customer feedback, mystery shopping and audits 

• Develop and manage relationships with Lounge operators including Flik, PPG and TAV, as well as airport leadership  

• Develop and lead the growing in-house teams and determine which portions of the guest experience to keep in house vs. outsource to operators 

• Setting the overall operations vision and, via your team, create all operating manuals and standard operating procedures

• Develop and evolve food and beverage menus, including building relationships with local producers

• Manage a budget of $100M+, appropriately elevating the guest experience while finding cost efficiencies, plus develop and enforce partner financial reporting standards and staffing guidelines

• Work with internal marketing and PR teams to craft the lounge guest experience story 

• Leading a team of 10+ with potential for significant team growth in the coming months 

• Leading internal conversations on Lounge operations strategy with senior leadership

Basic Qualifications:

• Bachelor’s Degree or Military experience

• At least 10 years of Hospitality Operations experience

• At least 5 years of experience in people management

Preferred Qualifications:

• 11+ years of experience designing, deploying and operating experiences for premium customers

• 6+ years of experience running multi-unit operations teams with revenues above $25M

• 6+ years of experience running teams of across multiple geographies

• 6+ years of experience managing third party operators and vendors

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.

Plano, TX: $245,100 - $279,800 for Sr. Director, Bus Development

Chicago, IL: $245,100 - $279,800 for Sr. Director, Bus Development

McLean, VA: $269,600 - $307,700 for Sr. Director, Bus Development

New York, NY: $294,100 - $335,700 for Sr. Director, Bus Development

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).