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Sr. Director, Operations Strategy and Guest Experience

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Capital One

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Location:
United States , McLean ▼

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Category:
Finance

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Contract Type:
Not provided

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Salary:

245100.00 - 335700.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • 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

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 have:

  • 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
What we offer:
  • performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
  • a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being

Additional Information:

Job Posted:
April 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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