Director, Workplace Operations - Northeast

Director, Workplace Operations - Northeast

At Capital One, we dare to dream, disrupt and deliver a better way. Our goal is simple—bring ingenuity, simplicity and humanity to an industry ripe for change. Our Global Workplace Services (GWS) team is a dynamic organization where development matters as much as our ability to provide collaborative and secure environments that drive connection, innovation and business success. Our commitment extends beyond solutions; it embraces a culture of care. We value, celebrate and respect each teammate's unique talents, experience, and contributions.

In GWS, our team manages a diverse portfolio of mixed-use owned and leased properties. We’re constantly transforming our workplace to enable our employees to work the way they work best. But it doesn’t stop there. We don’t just reimagine and create fabulous spaces and amenities, we also manage and operate them and ensure the safety and security of our employees and the community—we’re a well-oiled machine! That’s why our team is looking to add a Director, Workplace Ops.

As the Director, and Northeast Portfolio Lead, you’ll drive delivery on the strategic vision to grow the site, optimizing partnerships with our internal customers and lines of business, and with external providers responsible for facilities, space planning, moves, food and beverage services and mail services. You will help develop security strategies that will improve operational effectiveness and ensure the safety of Capital One employees and customers within the community. 

The ideal candidate should:  

• Build understanding and drive consensus across diverse groups towards successful outcomes

• Be able to unify teams around a clear scope of work, toward developing solutions tailored to customer needs

• Demonstrate a strong command of stakeholder engagement to inspire diversity of thought to foster progress on GWS priorities.

• Demonstrate broad knowledge of multiple roles & functions, and leverage that knowledge into tangible benefits, including associate development 

• Draw on experience and broader business knowledge to drive strategic analyses, manage risks, and make sound decisions

• Integrate values into every interaction, celebrate team and set example for other associates to follow

• Ensure the team is solving the right problems and navigate to solutions through clear, logical decision making 

• Be accountable for group results by setting objectives, managing priorities, reporting progress, and proactively making offers to optimize deliverables

• Set team tone and culture by leading with purpose, prioritizing empowerment and psychological safety; and consider expertise from broader team to delegate and create leverage

• Own and demonstrate Capital One values and integrate them into both own and team’s work products and communications

Key Responsibilities: 

Operational Excellence

• Champion a culture of operational excellence, ensuring a seamless, customer-centric experience across all service provider functions, and empowering providers to deliver innovative and transformational results.

• Optimize partnerships with landlords and third-party providers across facilities, space planning, moves, food and beverage, hospitality, conferencing, AV, and print & mail services.

• Ensure alignment on service provider scope of work and critical Key Performance Indicators (KPIs) to drive cross-functional execution, contractual compliance, and service excellence.

• Develop strategies for optimal utilization of the real estate portfolio and operational assets, addressing footprint objectives such as site exits, remodels, and related investments.

People Leadership

• Drive team agenda, ensures all voices are heard, coordinates business resources to meet team goals, delegates effectively, builds very productive relationships; operates effectively in a matrix environment without solely relying on one's positional or hierarchical authority.

• Understand team expertise and capacity in order to delegate appropriately, and create leverage; prioritizing empowerment and psychological safety

• Model a positive work environment through engagement and team building activities

Strategy & Relationship Management

• Partner with internal Capital One stakeholders such as Finance, HR, Risk, Legal, I