Who We Are:

Crafty elevates workplace food and beverage programs with enhanced services managed in one innovative, centralized platform. Founded in 2015, our mission is to help companies craft better workplaces. From DraftKings to Robinhood to Zillow, we work with the world’s biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages food and beverage programs across 300+ offices, serving more than 300,000 employees per month.

Our commitment to crafting better workplaces starts from within. We are a team of passionate, resourceful, and hard-working trailblazers who love what we do. Our expertise spans technology, food and beverage operations, client success, fulfillment and more. At Crafty, our people are our greatest asset, because it's our people who foster a culture that makes our company a place worth being part of. And of course, the snacks are the cherry on top!

The Role:

New York, NY

Crafty is seeking a Location Client Operations Manager to deliver best-in-class food and beverage experiences for a large, strategic client in New York City. This individual is a strong, hands-on manager who leads with empathy and accountability, serving as the primary operational owner and day-to-day point of contact at the client site.Success in this role will be measured by operational quality, client satisfaction, client retention, program growth, and client profitability.

This is a salaried, fully on-site role based in New York City, Monday through Friday.

Required Qualifications

Client Obsessed

• Client Understanding: Proactively anticipates and responds to complex client needs and preferences, ensuring exceptional and personalized interactions.
• Patience and Eagerness to Learn: Actively seeks and implements feedback to drive continuous improvement in service quality.
• Proactive Service: Consistently goes above and beyond to create memorable client experiences by anticipating client needs and addressing them before being asked.

Effective Communicator

• Interpersonal Communication: Builds and maintains strong relationships with clients and team members through active listening, empathy, and constructive feedback.
• Verbal Communication: Clearly and confidently articulates information and instructions, ensuring thorough mutual understanding.
• Written Communication: Produces clear, concise, and expertly structured written communications, including emails and documentation.

Operationally Sound

• Resource Management: Uses tools and data from the Crafty platform to manage inventory, vendors, labor, and resources efficiently.
• Workflow Coordination: Designs and optimizes workflows to achieve operational efficiency and alignment with client goals.
• Proactive Challenge Resolution: Identifies, analyzes, and resolves operational challenges to ensure seamless day-to-day functions.

Reliable

• Accountability: Demonstrates a strong work ethic, takes ownership of results, and delivers consistent, high-quality outcomes.
• Time Management: Efficiently prioritizes and completes tasks on schedule, even with frequent interruptions.
• Consistency: Consistently exceeds service standards, building strong client relationships through dependable execution.

Resilient

• Adaptability: Leads through changes in strategy, operations, and client needs.
• Proactivity: Foresees potential challenges and implements preemptive solutions.
• Problem-solving: Develops innovative solutions to complex problems and escalates when appropriate through dependable execution.
• Attitude and Perseverance: Maintains a positive, composed approach during high-pressure situations.

Collaborative

• Team-oriented: Works closely with cross-functional Crafty teams to deliver a cohesive client experience.
• Feedback: Provides constructive feedback and incorporates input from others to improve performance.

Autonomy

• Ownership: Exhibits full ownership over the client site’s operational success.
• Continuous Improvement: Champions innovation and continuous improvement aligned with client and company goals.

Business Oriented

• Strategic Thinking: Translates company and client goals into actionable operational plans that drive profitability and long-term success.

Ideal Experience

• 5+ years of people management experience, including leading managers.
• Background in workplace or service-driven operations within a corporate or high-growth environment.
• Proven ability to manage high-touch client relationships, including account success and renewals for a book of business.
• Experience overseeing budgets, operational performance, and large-scale hospitality or workplace programs.
• Demonstrated success managing vendors, facilities partners, or hospitality services across multiple locations or clients.
• Bachelor’s degree preferred; equivalent professional experience is welcome.

Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

Expected Results

Goal: Deliver the best client experience by providing top-tier operations on site, ensuring clients meet and exceed their goals. Contribute to achieving a 100% client retention rate annually (for at least 9 consecutive months) by completing the following initiatives:

Initiative #1: Communication: Create open, transparent lines of client communication, cross-departmental communication through:

• Planning, scheduling, & leading (when applicable) all account management meetings with portfolio clients
• Ensuring all client emails are responded to within 24 hours
• Ensuring all client slack messages are responded to within 24 hours
• Are the point of contact for internal Crafty departments (tech, merchandising, recruiting, etc)

Initiative #2: Budget maintenance: In partnership with all clients within your portfolio and the Crafty Location lead, when applicable, ultimately own P&L for your portfolio clients; ensuring budgets stay within the set monthly spend 100% of the time and your team meets the goal of maintaining a 15% product swap quarter over quarter.

Initiative #3: Team Escalations - Through coaching and training your team, ensure site owners build strong rapport with the clients and that you maintain less than 2 escalations at any one time.

Initiative #4: Site health: Based on client site health surveys via hubspot, ensure all client sites maintain a neutral or positive position.

What We Offer:

Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart people who work incredibly hard to get things done and have fun along the way.

We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events!

Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes.

Our compensation for this role includes a base salary of $87,000 - $100,000, with the potential for an additional 15% in variable compensation. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above.

Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.