Market Operations Manager, Crafty
$140-160k
OTE
Food and drink management platform for offices
Be an early applicant
Food and drink management platform for offices
201-500 employees
Be an early applicant
$140-160k
OTE
201-500 employees
Company mission
To have a positive impact on everyone we work with: our clients, employees, partners, and community.
Role
Who you are
- 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
- Google Suite (Sheets, Docs, Slides)
- Project management platforms (e.g., Notion, Airtable)
- Data visualization tools (Tableau, Excel)
- Strong communication and presentation skills
- 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 Market Operations Manager to lead our 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. You'll empower and develop your direct reports, build efficient systems, and partner cross-functionally to deliver seamless execution. The ideal candidate thrives on structure, accountability, and continuous improvement — building processes that scale and teams that grow stronger every quarter
- You'll report directly to the General Manager and work closely with Client Success, Partner Management, Fulfillment, and People teams to align market performance with company goals
- Recruit, develop, and lead a high-performing client operations team, providing strategic direction and hands-on support to ensure on-site F&B teams deliver exceptional hospitality, service consistency, and operational excellence
- Champion the on-site experience by empowering F&B teams to create welcoming, engaging environments that reflect Crafty's commitment to hospitality and elevate the client and guest experience
- Leverage deep hospitality expertise to guide on-site leaders in service standards, team development, and day-to-day operations, ensuring each location operates efficiently while maintaining a high-touch, client-first approach
- Build and sustain a metrics-driven culture focused on accountability, service quality, profitability, and continuous improvement across all on-site operations
- Demonstrate advanced leadership and people management skills by coaching and mentoring Client Operations team members to effectively manage their on-site teams, drive market profitability, and strengthen client relationships
- Foster collaboration and alignment across markets and internal functions to ensure consistency in service standards, operational best practices, and the overall Crafty experience
- Cultivate an engaged, motivated, and empowered team environment that reflects Crafty's values and passion for hospitality, inspiring on-site teams to deliver exceptional client and guest experiences every day
- Drive market-level performance by building efficient operational systems and ensuring consistent, high-quality execution across all client sites
- Translate strategic goals into actionable plans and measurable outcomes, aligning on-site teams and cross-functional partners around market priorities
- Streamline workflows and standardize best practices to increase productivity, enhance service delivery, and support scalability across markets
- Ensure compliance with internal policies, safety protocols, and labor standards while optimizing staffing, scheduling, and resource allocation
- Monitor market health and operational performance through data and feedback loops to identify trends, address issues proactively, and drive continuous improvement
- 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 that drive sustainable growth and profitability
- Own market-level financial performance by monitoring revenue, labor, and controllable expenses, identifying variances, and implementing corrective actions to protect and improve margins
- Translate business objectives into actionable operational strategies, ensuring alignment and accountability across cross-functional and on-site teams
- Leverage data and reporting tools to forecast trends, model capacity, and make informed decisions that enhance efficiency and margin performance
- Drive client retention and market growth by ensuring the Crafty on-site experience consistently reflects the highest standards of hospitality, quality, and responsiveness
- Goal #1: Drive 93% Annual Dollar Retention
- Achieve 93% annual dollar retention through positive client location health, full budget utilization, and proactive engagement — measured by YTD dollar retention rate, reviewed monthly
- Goal #2: Achieve Market Profitability Target
- Meet or exceed monthly GMV profit targets per the annual operating plan — measured by GMV profit vs. target, reviewed monthly
- Goal #3: Enable Market Growth and Expansion
- Drive growth through on-time location launches, revenue upsell, and budget-informed expansion — measured by launch timeliness, upsell revenue, and quarterly capacity metrics
- Goal #4 (AI): Drive Operational Efficiency and Reduce Cost to Serve
- Identify and implement AI-enabled improvements in reporting, admin, and communications to reduce manual effort and support efficient headcount use — measured by time saved, tool adoption, and labor cost impact
Our take
Crafty aims to put that awkward chat as you make coffee in the office kitchen a thing of the past, with its platform to spice up and manage your office food and drink supplies.
At its core, the idea is simple. Crafty delivers all your food and drink to all your offices, and puts your budgets and data for everything in one place. A simple, but surprisingly unique idea. Where it excels, however, is in its range of kitchen-related services on the platform. The platform adapts to remote and hybrid working models, with food boxes for at-home employees or ‘Crafty Credit’ for the WFH-ers to order supplies for themselves. Need to cater a lunch? Crafty links you up with local suppliers. It even offers to set up and run a mini coffee shop station inside your office.
Crafty has cornered a gap in the market, particularly with its provisions for the burgeoning number of businesses adopting remote or hybrid working. It’s made clients of companies like PayPal, Yelp, and Duolingo, and its 2024 fundraising is focused on accelerating platform development and market penetration.
Steph
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2024
$8.7m
EARLY VC
Apr 2022
$10m
SERIES A
Total funding: $23.4m
Company 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!
Company HQ
Chicago Loop, Chicago, IL
Leadership
Nathan Rosenstock
(Co-Founder & CEO)Former Management Consultant at McKinsey.
Chris Ritter
(Co-Founder & COO)Previously a Soccer Player, and worked as Technical Committee and Player Advisor at FIFPro.
Jimmy Paul
(Co-Founder & CTO)Formerly Lead Software Engineer at Yello.co and Co-director of Arts & Craft Beer.
Salary benchmarks
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