Sr. Director, Operations Strategy and Guest Experience

## Sr. Director, Operations Strategy and Guest Experience* 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* Bachelor’s Degree or Military experience* At least 10 years of Hospitality Operations experience* At least 5 years of experience in people management* 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 vendorsCapital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
#J-18808-Ljbffr