Jobs and Careers

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

United StatesRemotefull_timeVerifiedPosted 26 Jun 2025

💰 $256,900/yr($204,700/yr – $256,900/yr)

About the role

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.

Core 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

About you:

Customer-Centric: Driven by a desire to continuously enhance the customer experience.
Leadership Excellence: A proven track record of leading large teams (50-100+) with a passion for talent development
Innovative & Adaptive: Bold in approach, willing to experiment, and resilient in a fast-paced, high-pressure growth environment, demonstrating the ability to pivot as needed.
Strategic Thinker: Possesses a global and growth mindset, with an understanding of the luxury market and experience working with high-net-worth individuals.
Tech-Forward: Eager to partner with product teams to deliver exceptional customer and agent experiences through technology.
Highly Organized: Exceptional project management skills, dedicated to fostering organizational efficiencies.
Analytical: Data-savvy with strong analytical capabilities.
Communicator & Collaborator: A consummate team player with outstanding interpersonal, sales, negotiation, and communication skills (written and verbal).
Self-Sufficient: A self-starter who can work independently and learn quickly.
High EQ: Possesses strong emotional intelligence.