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About the Role

Crafty is seeking a Market Operations Manager to lead local client operations in NYC, ensuring best-in-class service, operational excellence, and exceptional client satisfaction. This role focuses on driving results through a high-performing team by empowering direct reports, building efficient systems, and partnering cross-functionally for seamless execution. The ideal candidate thrives on structure, accountability, and continuous improvement.

Responsibilities

Recruit, develop, and lead a high-performing client operations team, providing strategic direction and hands-on support.
Champion the on-site experience by empowering F&B teams to create welcoming, engaging environments.
Leverage deep hospitality expertise to guide on-site leaders in service standards, team development, and day-to-day operations.
Build and sustain a metrics-driven culture focused on accountability, service quality, profitability, and continuous improvement.
Demonstrate advanced leadership and people management skills by coaching and mentoring Client Operations team members.
Foster collaboration and alignment across markets and internal functions.
Cultivate an engaged, motivated, and empowered team environment.
Drive market-level performance by building efficient operational systems and ensuring consistent, high-quality execution.
Translate strategic goals into actionable plans and measurable outcomes.
Streamline workflows and standardize best practices.
Ensure compliance with internal policies, safety protocols, and labor standards.
Monitor market health and operational performance through data and feedback loops.
Foster collaboration and accountability across teams to remove obstacles, deliver seamless client experiences, and achieve on-time, on-target results.
Partner with the General Manager (GM) to assess market performance, set strategic priorities, and execute improvement plans.
Own market-level financial performance by monitoring revenue, labor, and controllable expenses.
Translate business objectives into actionable operational strategies.
Leverage data and reporting tools to forecast trends, model capacity, and make informed decisions.
Drive client retention and market growth by ensuring the Crafty on-site experience consistently reflects the highest standards of hospitality, quality, and responsiveness.
Drive 93% Annual Dollar Retention through positive client location health, full budget utilization, and proactive engagement.
Achieve Market Profitability Target by meeting or exceeding monthly GMV profit targets.
Enable Market Growth and Expansion through on-time location launches, revenue upsell, and budget-informed expansion.
Drive Operational Efficiency and Reduce Cost to Serve by identifying and implementing AI-enabled improvements.

Requirements

5–10 years of onsite operational management experience (food & beverage industry a plus).
5+ years of people management and/or team leadership.
Proven ability to analyze performance metrics and implement operational improvements.

Skills

Google Suite (Sheets, Docs, Slides)
Project management platforms (e.g., Notion, Airtable)
Data visualization tools (Tableau, Excel)
Strong communication and presentation skills

Location

Work Type

Onsite

Experience Level

5-10 years
5+ years

Salary/Compensations

$140,000 - $160,000 OTE (Base + Variable Compensation) per year

Benefits

Crafty healthcare plan, covering primary health, dental, and vision plans
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. When you join Crafty, you're joining a team of passionate, smart, and supportive people who work incredibly hard and have a good time 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.