Client Operations Manager

Who you are

• Client Obsessed
• Client Understanding: Proactively anticipates and responds to client needs and preferences, ensuring personalized and positive interactions
• Patience and Eagerness to Learn: Actively seeks feedback from clients, showing a strong desire to grow skills and improve service quality
• Proactive Service: Often identifies opportunities to surprise and delight clients with personalized and considerate service, going beyond basic expectations
• Effective Communicator
• Interpersonal Communication: Establishes and maintains positive relationships with clients and team members by actively listening, showing empathy, and providing constructive feedback. Models effective client interaction techniques with tact and respect, fostering a collaborative environment
• Verbal Communication: Communicates information and instructions clearly and confidently to ensure mutual understanding. Delivers excellent customer service by providing clear explanations and addressing inquiries or concerns efficiently to meet client expectations
• Written Communication: Produces well-structured, clear, and concise written communications, including emails and documentation. Ensures accuracy and attention to detail in written interactions to maintain smooth operations and high client satisfaction
• Operationally Sound
• Resource Optimization: Utilizes Crafty platform tools and data to optimize resource allocation, focusing on enhancing operational efficiency and mentoring team members in effective resource management techniques
• Workflow Design and Coordination: Designs and coordinates workflows to maximize efficiency and alignment with strategic objectives, ensuring smooth operational execution
• Proactive Issue Management: Proactively identifies and resolves operational challenges to maintain seamless daily operations. Capable of recognizing when issues require escalation to management for resolution
• Reliable
• Accountability: Demonstrates a strong commitment to assigned tasks and responsibilities, ensuring timely and accurate completion. Takes ownership of tasks and holds oneself accountable for delivering quality results
• Time Management: Prioritizes tasks effectively to meet deadlines despite interruptions, demonstrating reliability and punctuality. Sets a positive example of time management and encourages team members to manage their time efficiently
• Consistency: Maintains consistent performance in meeting service standards and operational goals. Strives to exceed expectations in daily tasks, contributing to overall team success. Seeks opportunities to improve processes and enhance operational effectiveness
• Resilient
• Adaptability: Seamlessly adapts to changes in product offerings, processes, and customer preferences for multiple clients within their portfolio
• Proactivity: Foresees potential challenges and addresses emerging issues before they affect operations
• Problem-solving: Finds creative solutions to complex problems
• Attitude and Perseverance: Exemplifies a positive and steadfast attitude during critical situations
• Ability to travel for Crafty when needed; sometimes out of market and sometimes out of country
• Collaborative
• Team-oriented: Exhibit effective collaboration skills by working cross collaboratively with other departments to achieve common objectives. Actively engage in team discussions, contribute insights, and support team initiatives
• Feedback: Provide thoughtful feedback to peers and receive feedback positively in order to contribute to your growth in a collaborative setting that achieves shared objectives
• Autonomy
• Ownership: Provides clear expectations, support, and guidance while encouraging independent decision-making and exploration of new approaches. Holds team accountable to set responsibilities and goals
• Continuous Improvement: Delegates tasks and projects appropriately, empowering team members to take ownership and identify opportunities for continuous improvement
• Business Oriented
• Strategic Thinking: Aligns team activities with departmental objectives and understands how they contribute to the company's overall goals. Begins to identify opportunities to improve operational efficiency or client service within the existing framework
• Proven Scale: Experience overseeing a book of business and driving measurable results
• People First: A manager who knows how to recruit, develop, and retain top-tier talent
• Hospitality DNA: Extensive F&B or Hospitality experience—you know exactly what a "great" program looks like and how to execute it
• The "Builder" Mentality: Experience navigating the chaos of a scaling company; you’re comfortable drafting the blueprint (SOPs) while the house is being built
• 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

What the job involves

• Crafty is seeking a Client Operations Manager I to deliver best-in-class experiences to clients in the NYC Market
• This individual will be the primary point of contact for a defined list of clients, engaging directly with them to ensure their food and beverage program is running the way they expect
• Success in this role will be measured on operational quality, client happiness, client retention, and client growth
• Goal #1: Maintain Client Retention
• Maintain 93% annual dollar retention across all portfolio accounts — measured by monthly retention reporting reviewed with the GM
• Goal #2: Drive Budget Utilization
• Achieve 99% budget utilization across all portfolio accounts — measured via Core and Tableau reporting reviewed monthly
• Goal #3: Deliver an Exceptional Onsite Experience
• Complete quarterly onsite visits to all client sites to build relationships, assess site quality against the Crafty Standard, and deliver documented improvements from QC findings — tracked by visit completion rate and QC action items resolved, reviewed quarterly
• Goal #4 (AI): Leverage AI to Drive Operational Efficiency
• By EOY, leverage AI tools to streamline recurring admin tasks — including shift summaries, client communications, and reporting — reducing time spent on administrative work by at least 20%, as measured by a self-reported time audit reviewed at Q2 and Q4, with time saved reprioritized toward higher-value client activities

Benefits

• Healthcare plan to cover health, dental, and vision plans
• 401k
• Paid time off
• Equipment certification courses
• Parental leave
• And, it goes without saying, but snacks, beverages, and fun Crafty events are a part of that!