Client Operations Manager, Crafty

• Client Understanding: Proactively anticipates and responds to complex client needs and preferences, ensuring exceptional and personalized interactions
• Patience and Eagerness to Learn: Actively seeks and implements feedback to drive continuous improvement in service quality, mentoring others in this approach
• Proactive Service: Consistently goes above and beyond to create memorable client experiences by anticipating client needs and addressing them before being asked
• Interpersonal Communication: Builds and maintains strong relationships with clients and team members through active listening, empathy, and constructive feedback. Establishes authority and credibility by mentoring others in handling client interactions with tact and respect, fostering a collaborative and supportive environment
• Verbal Communication: Clearly and confidently articulates information and instructions, ensuring thorough mutual understanding. Leads by example in delivering exceptional customer service, providing detailed explanations, and addressing inquiries or concerns promptly and effectively to exceed client expectations
• Written Communication: Produces clear, concise, and expertly structured written communications, including comprehensive emails, and documentation. Mentors others in ensuring accuracy and attention to detail in all written interactions to support seamless operations and enhance client satisfaction
• Resource Management: Uses tools and data (from the Crafty platform) to manage resources that enhance operational efficiency and effectiveness while mentoring team members on effective resource allocation and utilization techniques
• Workflow Coordination: Designs and optimizes workflows to achieve maximum efficiency and alignment with strategic goals
• Proactive Challenge Resolution: Proactively identifies, analyzes, and resolves operational challenges to ensure seamless day-to-day functions. Recognizes when to escalate to management
• Accountability: Demonstrates a strong work ethic, readily takes on additional responsibilities, and holds themselves accountable for results. Consistently delivers high-quality results and effectively manages priorities to meet deadlines. Provides support and guidance to team members to enhance their accountability
• Time Management: Excels in time management by efficiently prioritizing and completing tasks on schedule, even with frequent interruptions. Models punctuality and reliability for peers by consistently being on time and prepared for shifts. Sets a standard within the team, encouraging and motivating others to follow suit
• Consistency: Consistently exceeds service standards, delivering high-quality work that enhances overall operational effectiveness. Builds strong client relationships through consistent and exceptional service. Mentors team members on maintaining and exceeding service standards
• Adaptability: Leads the team in adapting to major changes in strategy, operations, and market conditions
• Proactivity: Foresees potential challenges and implements preemptive measures to mitigate them
• Problem-solving: Develops and implements innovative solutions to complex problems. Demonstrates leadership by making hard and potentially difficult decisions, escalating difficult situations to management as needed
• Attitude and Perseverance: Exemplifies a positive and steadfast attitude during critical situations, inspiring others to maintain high performance
• Ability to travel for Crafty when needed; sometimes out of market and sometimes out of country
• Team-oriented: Demonstrate strong collaboration skills by leading team efforts and fostering a collaborative environment. Effectively coordinate with cross-functional teams to achieve departmental goals and improve operational efficiency
• Feedback: Provide constructive feedback to team members and incorporate feedback received to enhance team performance and contribute to achieving shared objectives
• Ownership: Exhibits complete ownership over tasks and areas, mentors peers and junior team members in best practices, and fosters a culture of high-quality work and attention to detail across the team
• Continuous Improvement: Foster a culture of innovation, empowering others and providing guidance as needed. Serves as a subject matter expert and thought leader in order to align the team on objectives with organizational goals and champions continuous improvement
• Strategic Thinking: Translates company goals into actionable plans that drive profitability and client satisfaction for the client operations team. Proactively identifies and implements strategic initiatives to optimize performance and achieve business objectives
• 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

Desirable

• 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 the way they expect. Success in this role will be measured on operational quality, client happiness, client retention, client growth and client profitability
• This role supports multiple clients within the Bay and is hybrid out of our San Francisco office
• Role Goals:
• Goal #1: Maintain Client Retention
• Maintain 93% annual dollar retention across all portfolio accounts — measured by monthly retention reporting reviewed with the GM
• Goal #2: Drive Budget Utilization
• Achieve 99% budget utilization across all portfolio accounts — measured via Core and Tableau reporting reviewed monthly
• Goal #3: Deliver an Exceptional Onsite Experience
• Complete quarterly onsite visits to all client sites to build relationships, assess site quality against the Crafty Standard, and deliver documented improvements from QC findings — tracked by visit completion rate and QC action items resolved, reviewed quarterly
• Goal #4 (AI): Leverage AI to Drive Operational Efficiency
• By EOY, leverage AI tools to streamline recurring admin tasks — including shift summaries, client communications, and reporting