Sr. Director, Operations Strategy and Guest Experience

Capital One•McLean, VA

About The Position

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.

Requirements

Bachelor’s Degree or Military experience
At least 10 years of Hospitality Operations experience
At least 5 years of experience in people management

Nice To Haves

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

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