Senior Director, Head of Concierge Member Experiences Team, Velocity Black (Remote)

Capital One • McLean, VA

196d • $204,700 - $233,600 • Remote

About The Position

Velocity Black, a Capital One company, harnesses the power of artificial intelligence, the warmth of human experts and the convenience of the latest interfaces to help high-performance people actualize the full potential of their lives. From access to the hottest restaurants to guaranteed upgrades at the world's finest resorts, our concierge team is available 24/7/365 via our proprietary app to support our customers and fulfill their requests. It's concierge, reimagined for the digital age. Capital One provides a fast paced, dynamic environment where you can excel in your career. At Capital One, mission and values are 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. Velocity Black is actively seeking a highly accomplished and visionary Senior Director to spearhead our global Member Experience team. This pivotal role demands a leader who can not only manage but also inspire a diverse, global team of highly specialized experts, all dedicated to delivering unparalleled concierge services. The successful candidate will be instrumental in the strategic growth and development of these teams, crafting and executing a comprehensive strategy to scale operations efficiently while consistently exceeding key performance indicators (KPIs). A critical aspect of this role is fostering a tech-forward and innovative mindset, requiring close collaboration with product teams to design and implement a seamless, digitally-enabled member experience. Most importantly, this role calls for a passionate and dedicated leader who can cultivate a high-performance culture.

Requirements

• Bachelor's Degree or military experience
• At least 10 years of people management experience
• At least 8 years experience leading and building scaled teams
• At least 5 years experience in sales or business development
• At least 5 years of process and project management experience
• At least 3 years of experience in leading business strategy

Nice To Haves

• Master's Degree
• 12+ years of people management experience
• 15+ years experience leading and building scaled teams
• 7+ years of experience in sales or business development
• 7+ years of process and project management experience
• 4+ years of experience in leading business strategy
• 6+ years of experience with relationship management
• Strong written and verbal communication skills
• Strong interpersonal skills

Responsibilities

• Lead and inspire a global, 24/7/365 service team of experts
• Establish a compelling vision and strategic direction for the team, fostering a culture of excellence and empowerment
• Cultivate an obsession with the member experience, ensuring no detail is overlooked
• Drive business results and a well-managed culture as a key member of the operational leadership team
• Deliver on core KPIs and strategic objectives (OKRs)
• Position the team for sustained growth and scalability
• Develop and execute strategic plans in partnership with senior leadership
• Collaborate with the product team to enhance in-app tools supporting agents

Benefits

• Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree