Café Coach- Mall of America

Capital One Group; BLOOMINGTON (MN); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Day 1 medical/dental/vision coverage

Education Assistance

Matching 401(k) up to 7.5%

Paid Time Off

Paid Parental Leave

Mental Health support

Back-up Child/Elder Care

Custom beverage on shift

Job summary

Capital One seeks a Café Coach at Mall of America to lead a team of Café Ambassadors, delivering exceptional guest experiences through inclusive leadership and a focus on human connection.

You will drive operational excellence, uphold safety/compliance, coach on de-escalation, and champion digital banking tools while building community impact and strong brand alignment.

Qualifications

• High School Diploma or equivalent; preferred bachelor’s degree.
• Minimum 2 years in customer, retail, or financial services.
• Minimum 1 year in people management or 2 years retail banking experience.

Responsibilities

• Cultivate Every Customer, Every Time by coaching teams to deliver human-centered service.
• Lead through Behavioral Coaching with real-time feedback and inclusive leadership.
• Bring Capital One brand to life while ensuring a pristine, safe environment.
• Drive operational excellence, risk management, and adherence to policies.
• Empower teams to de-escalate and solve problems effectively.
• Embrace digital innovation to help guests navigate mobile and online banking.
• Host local events and build community partnerships for meaningful impact.

Skills

Guest experience

Leadership

Coachability

Behavioral coaching

Digital banking

Communication

Education

High School Diploma or equivalent

2+ years customer/retail/financial services

Tools

CRM/Banking systems

Microsoft Office

Job description

Café Coach- Mall of AmericaDo you find your purpose in **empowering** others and leading high-performing teams? As a **Café Coach**, you are the driving force behind Capital One’s mission to change banking for good. We’ve broken the mold of traditional banking - you won’t find your team behind teller lines, and you won’t be managing from a back office. Instead, you’ll lead from the front, right on the floor, cultivating an **inclusive** culture centered on **every customer, every time**.In this role, you will act as a trusted mentor and strategist for a team of Café Ambassadors - high-end service specialists who bridge the gap between digital banking and human connection. You aren't just managing a location; you’re building a community by bringing Capital One’s mission to life within a vibrant, welcoming hub.## **Why Join Us?**This isn't just a management job - it’s leadership with a mission. Because we’ve removed the pressure of traditional sales quotas, you are free to focus entirely on investing in your team’s growth and elevating the guest experience. We provide an **inclusive** environment where we invest heavily in your leadership journey, ensuring you have the tools to **empower** your people, **inspire** your community, and show up highly effective in your role every single day.## **The Perks**We provide a comprehensive benefits package designed to fuel your journey. Whether you’re using our education assistance to prepare for your next career move, or taking advantage of our mental and physical health resources to stay at your best, we invest in you as a whole person. Our goal is to ensure that wherever your career takes you - within Capital One or into the wider world - you leave the Cafe stronger than when you started.* Day 1 coverage for Medical, Dental, Vision and Prescriptions, plus Flexible Spending Accounts, Life and Disability Insurance* Paid Time Off* Education Assistance* Matching 401(k) contribution up to 7.5%* Paid Parental Leave* Mental Health support* Back-up Child or Elder Care* Fit check? Covered. We’ll hook you up with our signature Threads line - our treat* Custom beverage while working* And much more!## **What You’ll Actually Do*** **Cultivate \"Every Customer, Every Time\":** You are obsessed with the guest experience. Because our Cafés are free from traditional sales goals and high-pressure tactics, you will coach your team to measure success by the depth and quality of human connection, ensuring every single interaction is impactful.* **Lead through Behavioral Coaching:** You lead through active presence, creating a supportive, high-energy environment where your leadership style is defined by your ability to **include**, **empower**, and **inspire** your team. Grounded in real-time observation and continuous behavioral feedback, you focus on *how* your team shows up for our guests rather than traditional numeric quotas. You measure your own success by the confidence, professional growth, and collective excellence of your team.* **Bring the Capital One Brand to Life:** You take pride in our brand and our physical space. You will coach your team to maintain a pristine environment and serve as an authentic advocate for Capital One’s values. *Your role does not involve making coffee or leading baristas.* We have Food & Beverage partners for that. You will work together to co-steward the space. Our operations are independent of each other, but you ensure the collective vibe and customer experience are flawlessly aligned to our high standards.* **Lead with an Owner’s Mindset & Drive Continuous Improvement:** You approach the Café with a franchise ownership attitude and a forward-thinking mindset that never settles for the status quo. You drive operational excellence, listen to customer feedback with patience, and uncover insights to constantly iterate and elevate the space - ensuring your team meets customer-centric goals and the Café experience is always evolving.* **Anchor a Well-Managed Operation:** You know that a truly exceptional guest experience requires a rock-solid operational foundation. While we’ve replaced the traditional bank feel with a relaxed, welcoming vibe, we never compromise on security, risk management, or compliance. You will flawlessly oversee daily operational routines, safeguard customer privacy, and ensure strict adherence to Capital One’s policies—creating a safe, sound, and seamlessly managed environment so your team can stay focused on building meaningful human connections.* **Empower De-escalation & Resourceful Problem-Solving:** No two days in the Café look the same, and you build a team with the critical thinking skills to handle the unexpected. You will coach and **empower** Café Ambassadors to be strong, independent problem solvers who can confidently navigate scenarios they may have never encountered before - whether that’s guiding a customer through a unique situation or smoothing out an unexpected operational wrinkle. Your focus is on building their problem-solving confidence and teaching them how to diffuse tension, while remaining the ultimate safety net, ready to step in for leader interventions when highly complex situations arise.* **Embrace Digital Innovation & Simplify the Complex:** You are digitally savvy and forward-thinking. On the floor, you will coach your team on how to help guests easily navigate our mobile and online banking experiences. Behind the scenes, you bring a sense of curiosity to leveraging emerging technology like AI and GEMS to streamline processes, solve problems, and remove administrative burdens - ensuring your team’s energy remains focused entirely where it matters most: on deeply human-centered activities.* **Drive Purposeful Community Impact:** You understand your local market and know how to bring people together. You will guide your team as they host events and build relationships, ensuring all local engagement aligns seamlessly with Capital One’s established programs and strategic community partnerships for maximum, professional impact.### **Basic Qualifications*** High School Diploma, GED, or Equivalent Certification* At least 2 years of Customer, Retail, or Financial Services experience* At least 1 year of People Management experience or 2 years Retail Bank Experience### **Preferred Qualifications*** Bachelor's Degree* 3+ years of Customer, Retail, or Financial Services experience* 2+ years of People Management experience**Does this sound like the career move you’ve been looking for? Let’s build the future of banking together!****At this time, Capital One will not sponsor a new applicant for employment authorization for this position.**