Capital One · 8 hours ago
Sr. Director, Operations Strategy and Guest Experience
New York, NY
Full-time
Onsite
Senior Level, Lead/Staff
$245K/yr - $280K/yr
10+ years expCapital One is a dynamic financial services company, and they are seeking a Sr. Director to lead the design and implementation of their operational strategy for Airport Experiences. This role involves managing lounge network performance, developing relationships with operators, and evolving the guest experience while overseeing a significant budget.
Financial Services
No H1B
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
Qualification
Required
Bachelor's Degree or Military experience
At least 10 years of Hospitality Operations experience
At least 5 years of experience in people management
Preferred
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
Benefits
Performance based incentive compensation
Cash bonus(es)
Long term incentives (LTI)
Comprehensive, competitive, and inclusive set of health, financial and other benefits
Company
Capital One
Capital One is a financial services company that provides banking, credit card, auto loan, savings, and commercial banking services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$5.45BKey Investors
Berkshire Hathaway
2025-09-11Post Ipo Debt· $2.75B
2025-01-30Post Ipo Debt· $1.75B
2023-05-15Post Ipo Equity· $954M
Leadership Team
Daniel Arellano
Senior Vice President, Business Cards and Payments
Justin Burch
Senior Vice President
Recent News
2026-02-05
Company data provided by crunchbase