Director of Hospitality, Retail Experiences

Capital One • McLean, VA

1d • $206,000 - $235,100

About The Position

Capital One is seeking a Director of Hospitality to lead the customer-facing, multi-unit food and beverage program across its nationwide Capital One Café network. The role sets the vision and strategy for food and beverage offerings, promotional and marketing plans, and frontline readiness, working with Visual Merchandising, Marketing, Programming, and other teams to deliver the customer experience strategy and build a scalable program for a growing network. The Director manages the performance of a third-party operator and coffee partner and leads an internal team of approximately 5–7 associates.

The position is responsible for evolving menu offerings, maintaining operating standards and procedures, driving program execution, and overseeing partner performance and quality. It also works across Retail Design, Marketing, Strategy, Product, and frontline teams to integrate hospitality into the broader Café experience. The Director leads team development, manages the program budget and resources, and owns team KPIs, OKRs, and regular business reviews with senior leadership.

Requirements

• Bachelor’s degree or military experience.
• At least 5 years of experience leading projects in a corporate or hospitality environment.
• At least 5 years of people leadership experience.

Nice To Haves

• 7+ years of experience in strategic scaling of retail or hospitality operations in a multi-unit setting.
• Hospitality consulting experience in a high-quality fast-casual environment.
• Proven experience in storytelling, deck building, and presenting in a leadership setting.
• Excellent problem-solving and influencing skills.

Responsibilities

• Lead the vision for the Capital One Café food and beverage program, aligning it with the broader Retail Experience strategy.
• Develop and evolve food and beverage menu offerings to meet changing customer needs.
• Establish and maintain operating standards and standard operating procedures to deliver consistent, premium guest experiences across the network.
• Drive frontline readiness, promotional and marketing plans, and operational adjustments to improve efficiency and customer satisfaction.
• Manage the third-party food and beverage operator relationship and performance metrics, including financial reporting standards and staffing guidelines.
• Oversee network performance using customer feedback, mystery shopping, and operational audits.
• Manage operational accountability and service-level agreements with external partners.
• Partner with leaders across Retail Design, Marketing, Strategy, Product, and Frontline teams to integrate hospitality into the Capital One Café customer experience.
• Work with Marketing and PR teams on the guest experience story and Café promotional programming.
• Align food and beverage with seasonal campaigns, in-Café events, promotions, and programming.
• Lead, develop, and coach an internal team of approximately 5–7 associates.
• Manage the food and beverage program budget, balancing guest experience, cost efficiency, and profitability.
• Own alignment, tracking, and management of team KPIs and OKRs, and lead regular business reviews with senior leadership.

Benefits

• Comprehensive, competitive, and inclusive health, financial, and other benefits supporting total well-being.
• Eligibility for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Director