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About the Role

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 as expected. Success will be measured on operational quality, client happiness, client retention, and client growth.

Responsibilities

• Deliver best-in-class experiences to clients in the NYC Market.
• Serve as the primary point of contact for a defined list of clients.
• Engage directly with clients to ensure their food and beverage program is running as expected.
• Optimize resource allocation using Crafty platform tools and data.
• Mentor team members in effective resource management techniques.
• Design and coordinate workflows to maximize efficiency and alignment with strategic objectives.
• Proactively identify and resolve operational challenges.
• Escalate issues to management when necessary.
• 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.
• Assess site quality against the Crafty Standard during onsite visits.
• Deliver documented improvements from QC findings.
• Leverage AI tools to streamline recurring admin tasks by EOY.
• Recruit, develop, and retain top-tier talent.
• Oversee a book of business and drive measurable results.
• Draft Standard Operating Procedures (SOPs).

Requirements

• Client Obsessed
• Client Understanding: Proactively anticipates and responds to client needs and preferences.
• Patience and Eagerness to Learn: Actively seeks feedback from clients.
• Proactive Service: Identifies opportunities to surprise and delight clients.
• Effective Communicator
• Interpersonal Communication: Establishes and maintains positive relationships with clients and team members.
• Verbal Communication: Communicates information and instructions clearly and confidently.
• Written Communication: Produces well-structured, clear, and concise written communications.
• Operationally Sound
• Resource Optimization: Utilizes Crafty platform tools and data.
• Workflow Design and Coordination: Designs and coordinates workflows.
• Proactive Issue Management: Proactively identifies and resolves operational challenges.
• Reliable
• Accountability: Demonstrates a strong commitment to assigned tasks.
• Time Management: Prioritizes tasks effectively to meet deadlines.
• Consistency: Maintains consistent performance in meeting service standards.
• Resilient
• Adaptability: Seamlessly adapts to changes in product offerings, processes, and customer preferences.
• Proactivity: Foresees potential challenges and addresses emerging issues.
• 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.
• Collaborative
• Team-oriented: Exhibit effective collaboration skills.
• Feedback: Provide thoughtful feedback to peers and receive feedback positively.
• Autonomy
• Ownership: Provides clear expectations, support, and guidance.
• Continuous Improvement: Delegates tasks and projects appropriately.
• Business Oriented
• Strategic Thinking: Aligns team activities with departmental objectives.
• Proven Scale: Experience overseeing a book of business and driving measurable results.
• People First: Experience recruiting, developing, and retaining top-tier talent.
• Hospitality DNA: Extensive F&B or Hospitality experience.
• The "Builder" Mentality: Experience navigating the chaos of a scaling company.

Skills

• Client relationship management
• Operational efficiency
• Workflow design
• Issue resolution
• Time management
• Adaptability
• Problem-solving
• Team collaboration
• Strategic thinking
• Talent management
• Food & Beverage (F&B) operations
• Hospitality management
• Standard Operating Procedure (SOP) development
• AI tool utilization

Location

• New York, NY

Work Type

• Hybrid
• Salaried

Experience Level

• Manager

Salary/Compensations

• $80,000 - $85,000 base salary
• Potential for an additional 15% in variable compensation

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.
• Crafty is a team of passionate, smart people who work incredibly hard 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.