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About the Role

Crafty is seeking a General Manager to manage market operations in the Bay Area. This individual will be the P&L owner for their market, overseeing Client Operations and Fulfillment to drive exceptional service delivery and operational efficiency. As the most senior operator, this role requires strategic thinking and hands-on leadership to scale operations, elevate client experience, and ensure the success of frontline teams. The General Manager will collaborate cross-functionally with all departments outside of Operations.

Responsibilities

• Act as the GM and business owner for the market, with full accountability for market-level P&L.
• Drive growth, efficiency, and margin expansion by managing costs and unlocking new opportunities.
• Analyze business data to extract actionable insights, using key performance metrics to drive data-informed decisions, adapt workflows, and make strategy shifts.
• Direct all local operations with a founder-like mindset, ensuring a high-performance bar across fulfillment, logistics, and service delivery.
• Optimize every aspect of market performance, from location operations to client experience, aligning with company-wide goals.
• Serve as the connective tissue between field operations and centralized support.
• Attract, develop, and retain talent in a competitive environment.
• Instill a culture of accountability, trust, and continuous improvement.
• Balance strategic leadership with frontline visibility.
• Build team culture while managing day-to-day performance and coaching emerging leaders.
• Set ambitious targets while maintaining deep care for team morale, career growth, and long-term development.
• Solve problems creatively and decisively, even with imperfect information.
• Thrive amid change and complexity, taking initiative and making decisions without perfect systems.
• Constantly question processes and outcomes, applying a test-learn-scale approach.
• Make decisions through the lens of client experience and value.
• Champion service design that is proactive, intuitive, and empathetic.
• Strive to exceed client expectations through personalization, consistency, and quality.
• Hold high standards across order accuracy, presentation, timeliness, and communication.
• Build strong client relationships to understand their evolving needs.
• Use client insights to drive improvements and innovation across operations.
• Achieve 93% annual dollar retention by monitoring client health, flagging at-risk accounts, streamlining escalation management, and conducting regular onsite client visits.
• Hit market's annual profitability target by driving operational efficiency and reducing operating expenses by 10%.
• Contribute to market growth by implementing new locations on time, generating 10% in growth opportunities, and guiding upsell revenue.
• Reduce cost to serve by identifying and implementing AI-enabled process improvements that support a 10% reduction in operating costs.

Requirements

• 10+ years of experience in operations, logistics, or general management roles, preferably in a high-growth, service-based, or hospitality business.
• Proven track record of owning a P&L and hitting or exceeding profitability and service goals.
• Experience managing large frontline teams and third-party vendors or partners.
• Strong operational acumen, including forecasting, inventory, cost management, and performance reporting.
• Exceptional communication and leadership skills, with the ability to inspire and align diverse stakeholders.
• Consider all of your skills and experiences - both professional and personal- that would make you successful in this role.

Skills

• P&L Ownership
• Data-Driven Decision Making
• Operational Excellence
• Strategic Market Operator
• Cross-Functional Execution Partner
• Team Leadership
• Culture Building
• High-Performing Teams
• Hands-On People Management
• Coaching
• Empathy
• Ambition
• Bias for Action
• Comfort in Ambiguity
• Relentless Optimizer
• Client-Centric Orientation
• Client Advocacy
• Forecasting
• Inventory Management
• Cost Management
• Performance Reporting
• Communication Skills
• Leadership Skills

Location

• Bay Area

Work Type

• Full-time

Experience Level

• 10+ years of experience

Salary/Compensations

• $235,000 - $277,000 OTE (Base Salary + Variable Compensation) per year in California

Benefits

• Crafty healthcare plan (covering primary health, dental, and vision)
• 401k
• Paid time off
• Professional development support
• Parental leave
• Crafty-grade snacks, beverages, and fun events

About the Company

• Crafty is a team of passionate, smart, and supportive people who work incredibly hard and have a good time along the way.
• This role offers a special opportunity to take the reins of a growing market and build a team, operation, and culture from the ground up.
• Your leadership will shape the future of Crafty in your region.

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.