Café Coach- Mall of America

Capital One•Bloomington, MN

5d•$95,000 - $105,000•Onsite

About The Position

As a Café Coach, you are the driving force behind Capital One’s mission to change banking for good. You will lead from the front, right on the floor, cultivating an inclusive culture centered on every customer, every time. In this role, you will act as a trusted mentor and strategist for a team of Café Ambassadors - high-end service specialists who bridge the gap between digital banking and human connection. You aren't just managing a location; you’re building a community by bringing Capital One’s mission to life within a vibrant, welcoming hub.

Requirements

High School Diploma, GED, or Equivalent Certification
At least 2 years of Customer, Retail, or Financial Services experience
At least 1 year of People Management experience or 2 years Retail Bank Experience

Nice To Haves

Bachelor's Degree
3+ years of Customer, Retail, or Financial Services experience
2+ years of People Management experience

Responsibilities

Cultivate "Every Customer, Every Time": Obsessed with the guest experience, coaching the team to measure success by the depth and quality of human connection, ensuring every single interaction is impactful.
Lead through Behavioral Coaching: Leading through active presence, creating a supportive, high-energy environment where leadership style is defined by the ability to include, empower, and inspire the team. Grounded in real-time observation and continuous behavioral feedback, focusing on how the team shows up for guests rather than traditional numeric quotas. Measuring success by the confidence, professional growth, and collective excellence of the team.
Bring the Capital One Brand to Life: Coaching the team to maintain a pristine environment and serving as an authentic advocate for Capital One’s values. Collaborating with Food & Beverage partners to co-steward the space, ensuring the collective vibe and customer experience are flawlessly aligned to high standards.
Lead with an Owner’s Mindset & Drive Continuous Improvement: Approaching the Café with a franchise ownership attitude and a forward-thinking mindset. Driving operational excellence, listening to customer feedback, and uncovering insights to constantly iterate and elevate the space.
Anchor a Well-Managed Operation: Overseeing daily operational routines, safeguarding customer privacy, and ensuring strict adherence to Capital One’s policies.
Empower De-escalation & Resourceful Problem-Solving: Coaching and empowering Café Ambassadors to be strong, independent problem solvers who can confidently navigate scenarios. Building their problem-solving confidence and teaching them how to diffuse tension, while remaining the ultimate safety net for leader interventions when highly complex situations arise.
Embrace Digital Innovation & Simplify the Complex: Coaching the team on how to help guests easily navigate mobile and online banking experiences. Leveraging emerging technology like AI and GEMS to streamline processes, solve problems, and remove administrative burdens.
Drive Purposeful Community Impact: Guiding the team as they host events and build relationships, ensuring all local engagement aligns seamlessly with Capital One’s established programs and strategic community partnerships.