Director of Hospitality, Retail Experiences

Capital One•McLean, VA

3d•$187,300 - $256,500

About The Position

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.

Requirements

Bachelor’s Degree or Military experience
At least 7 Years of Project Management experience
At least 5 Years of People Management experience

Nice To Haves

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

Responsibilities

Lead the vision for the Capital One Café F&B program, ensuring alignment with our broader Retail Experience strategy.
Develop and evolve F&B menu offerings to meet evolving customer needs.
Set and maintain rigorous operating standards and standard operating procedures (SOPs) to ensure consistent, premium guest experiences across the nationwide network.
Drive work around frontline readiness, promotional and marketing plans, and operational adjustments to maximize efficiency and customer satisfaction.
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.
Oversee network performance through regular analysis of customer feedback, mystery shopping, and operational audits to ensure excellence in delivery.
Manage operational accountability and service-level agreements (SLAs) with external partners.
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.
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 on an ongoing basis.
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 the need to elevate the guest experience while finding cost efficiencies and driving overall profitability.
Own the alignment, tracking, and management of team KPIs and OKRs, driving regular business reviews with senior leadership.