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About the Role

Crafty is seeking a Client Operations Manager II to deliver best-in-class experiences to clients in [Market] as a strong, hands-on manager who leads with empathy. 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 as expected. Success will be measured on operational quality, client happiness, client retention, client growth, and client profitability.

Responsibilities

Deliver best-in-class client experiences.
Serve as the primary point of contact for a defined list of clients.
Ensure client food and beverage programs are running as expected.
Oversee a large-scale book of business and drive measurable results.
Recruit, develop, and retain top-tier talent.
Execute exceptional F&B or Hospitality programs.
Draft Standard Operating Procedures (SOPs) in a scaling company environment.
Maintain 93% annual dollar retention across all portfolio accounts.
Achieve 99% budget utilization across all portfolio accounts.
Complete quarterly onsite visits to all client sites to build relationships, assess site quality, and deliver documented improvements.
Leverage AI tools to streamline recurring admin tasks by EOY.

Requirements

Client Obsessed
Client Understanding: Proactively anticipates and responds to complex client needs and preferences.
Patience and Eagerness to Learn: Actively seeks and implements feedback.
Proactive Service: Anticipates client needs and addresses them before being asked.
Effective Communicator
Interpersonal Communication: Builds and maintains strong relationships with clients and team members.
Verbal Communication: Clearly and confidently articulates information and instructions.
Written Communication: Produces clear, concise, and expertly structured written communications.
Operationally Sound
Resource Management: Uses tools and data to manage resources.
Workflow Coordination: Designs and optimizes workflows.
Proactive Challenge Resolution: Proactively identifies, analyzes, and resolves operational challenges.
Reliable
Accountability: Demonstrates a strong work ethic and takes on additional responsibilities.
Time Management: Excels in prioritizing and completing tasks on schedule.
Consistency: Consistently exceeds service standards.
Resilient
Adaptability: Leads the team in adapting to major changes.
Proactivity: Foresees potential challenges and implements preemptive measures.
Problem-solving: Develops and implements innovative solutions.
Attitude and Perseverance: Exemplifies a positive and steadfast attitude.
Ability to travel for Crafty when needed, sometimes out of market and sometimes out of country.
Collaborative
Team-oriented: Demonstrates strong collaboration skills.
Feedback: Provide constructive feedback to team members and incorporate feedback received.
Autonomy
Ownership: Exhibits complete ownership over tasks and areas.
Continuous Improvement: Fosters a culture of innovation.
Business Oriented
Strategic Thinking: Translates company goals into actionable plans.

Skills

Client relationship management
Operational efficiency
Team leadership
Communication (Verbal and Written)
Resource management
Workflow optimization
Problem-solving
Adaptability
Collaboration
Strategic thinking
Hospitality/F&B experience
Experience in scaling companies
AI tool utilization

Location

Bay/San Francisco, CA

Work Type

Hybrid
Salaried

Experience Level

Manager II
Seasoned manager
Extensive F&B or Hospitality experience
Experience navigating the chaos of a scaling company

Salary/Compensations

Up to $145,000 OTE (Base Salary + Variable Compensation) in California

Benefits

Crafty healthcare plan (primary health, dental, and vision)
401k
Paid time off
Equipment certification courses
Parental leave
Crafty-grade snacks, beverages, and fun events

About the Company

Crafty is a young, flourishing company.
Our people mean everything to us.
We are a team of passionate, smart people who work incredibly hard to get things done and have fun along the way.

Equal Opportunity

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.