Senior Director, Head of Concierge Member Experiences Team, Velocity Black (Remote)

Overview

Senior Director, Head of Concierge Member Experiences Team, Velocity Black (Remote)

Velocity Black, a Capital One company, harnesses the power of artificial intelligence, the warmth of human experts and the convenience of the latest interfaces to help high-performance people actualize the full potential of their lives.

From access to the hottest restaurants to guaranteed upgrades at the world’s finest resorts, our concierge team is available 24/7/365 via our proprietary app to support our customers and fulfill their requests. It's concierge, reimagined for the digital age.

Capital One provides a fast paced, dynamic environment where you can excel in your career. At Capital One, mission and values are at our core, sparking and enabling us to do good for our associates, customers and communities. Guided by our shared values, we thrive in an environment where collaboration and openness are valued.  We nurture an environment that attracts and develops talent from all backgrounds and experiences, and empower our associates to do great work by creating a culture of belonging that values diverse perspectives, fosters collaboration and encourages innovative ideas – and are routinely recognized as one of the best companies to work for.

Velocity Black is actively seeking a highly accomplished and visionary Senior Director to spearhead our global Member Experience team. This pivotal role demands a leader who can not only manage but also inspire a diverse, global team of highly specialized experts, all dedicated to delivering unparalleled concierge services. The successful candidate will be instrumental in the strategic growth and development of these teams, crafting and executing a comprehensive strategy to scale operations efficiently while consistently exceeding key performance indicators (KPIs). A critical aspect of this role is fostering a tech-forward and innovative mindset, requiring close collaboration with product teams to design and implement a seamless, digitally-enabled member experience. Most importantly, this role calls for a passionate and dedicated leader who can cultivate a high-performance culture. 

Core responsibilities:

• Lead and inspire a global, 24/7/365 service team of experts

• Establish a compelling vision and strategic direction for the team, fostering a culture of excellence and empowerment

• Cultivate an obsession with the member experience, ensuring no detail is overlooked

• Drive business results and a well-managed culture as a key member of the operational leadership team

• Deliver on core KPIs and strategic objectives (OKRs)

• Position the team for sustained growth and scalability

• Develop and execute strategic plans in partnership with senior leadership

• Collaborate with the product team to enhance in-app tools supporting agents

About you:

• Customer-Centric: Driven by a desire to continuously enhance the customer experience.

• Leadership Excellence: A proven track record of leading large teams (50-100+) with a passion for talent development

• Innovative & Adaptive: Bold in approach, willing to experiment, and resilient in a fast-paced, high-pressure growth environment, demonstrating the ability to pivot as needed.

• Strategic Thinker: Possesses a global and growth mindset, with an understanding of the luxury market and experience working with high-net-worth individuals.

• Tech-Forward: Eager to partner with product teams to deliver exceptional customer and agent experiences through technology.

• Highly Organized: Exceptional project management skills, dedicated to fostering organizational efficiencies.

• Analytical: Data-savvy with strong analytical capabilities.

• Communicator & Collaborator: A consummate team player with outstanding interpersonal, sales, negotiation, and communication skills (written and verbal).

• Self-Sufficient: A self-starter who can work independently and learn quickly.

• High EQ: Possesses strong emotional intelligence.

Basic Qualifications:

• Bachelor's Degree or military experience

• At least 10 years of people management experience

• At least 8 years experience leading and building scaled teams

• At least 5 years experience in sales or business development

• At least 5 years of process and project management experience

• At least 3 years of experience in leading business strategy

Preferred Qualifications:

• Master’s Degree

• 12+ years of people management experience

• 15+ years experience leading and building scaled teams

• 7+ years of experience in sales or business development

• 7+ years of process and project management experience

• 4+ years of experience in leading business strategy

• 6+ years of experience with relationship management

• Strong written and verbal communication skills

• Strong interpersonal skills

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Remote (Regardless of Location): $204,700 - $233,600 for Sr Director, Operations

McLean, VA: $225,100 - $256,900 for Sr Director, Operations

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).