Director of Hospitality, Retail Experiences

Director of Hospitality, Retail Experiences

Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our mission is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.

The Role:

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.

Key Responsibilities:

Food & Beverage (F&B) Program Strategy & Operations

• Program Vision: Lead the vision for the Capital One Café F&B program, ensuring alignment with our broader Retail Experience strategy.

• Menu & Offering Innovation: Develop and evolve F&B menu offerings to meet evolving customer needs.

• Operational Excellence: Set and maintain rigorous operating standards and standard operating procedures (SOPs) to ensure consistent, premium guest experiences across the nationwide network.

• Strategy Execution: Drive work around frontline readiness, promotional and marketing plans, and operational adjustments to maximize efficiency and customer satisfaction.

Partner & Vendor Management

• Vendor Performance: 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.

• Quality Assurance: Oversee network performance through regular analysis of customer feedback, mystery shopping, and operational audits to ensure excellence in delivery.

• Contract Governance: Manage operational accountability and service-level agreements (SLAs) with external partners.

Cross-Functional Leadership

• Strategic Collaboration: 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.

• Marketing Integration: Work closely with internal marketing and PR teams to craft and amplify the guest experience story and Café promotional programming.

• Events and Programming Integration: Provide strategic alignment and F&B integration into seasonal campaigns, in-cafe events, promotions, and programming on an ongoing basis. 

Team Business Operations

• People Leadership: Lead, develop, and coach a high-performing internal team, fostering a culture of continuous learning, collaboration, and innovation.

• Financial & Resource Management: Manage the F&B program budget, balancing the need to elevate the guest experience while finding cost efficiencies and driving overall profitability.

• Performance Tracking: Own the alignment, tracking, and management of team KPIs and OKRs, driving regular business reviews with senior leadership

Basic Qualifications:

• Bachelor’s Degree or Military experience

• At least 7 Years of Project Management experience

• At least 5 Years of People Management experi