Client Operations Manager II

Crafty•San Francisco, CA

26d•Hybrid

About The Position

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 is a salaried role within Crafty. This role supports multiple clients within the Bay and is hybrid out of our San Francisco office.

Requirements

Client Obsessed
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.
Verbal Communication: Clearly and confidently articulates information and instructions, ensuring thorough mutual understanding.
Written Communication: Produces clear, concise, and expertly structured written communications, including comprehensive emails, and documentation.
Resource Management: Uses tools and data (from the Crafty platform) to manage resources that enhance operational efficiency and effectiveness.
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.
Accountability: Demonstrates a strong work ethic, readily takes on additional responsibilities, and holds themselves accountable for results.
Time Management: Excels in time management by efficiently prioritizing and completing tasks on schedule, even with frequent interruptions.
Consistency: Consistently exceeds service standards, delivering high-quality work that enhances overall operational effectiveness.
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.
Attitude and Perseverance: Exemplifies a positive and steadfast attitude during critical situations, inspiring others to maintain high performance.
Collaborative: Demonstrate strong collaboration skills by leading team efforts and fostering a collaborative environment.
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.
Strategic Thinking: Translates company goals into actionable plans that drive profitability and client satisfaction for the client operations team.

Nice To Haves

Experience overseeing a large-scale book of business and driving measurable results.
A seasoned manager who knows how to recruit, develop, and retain top-tier talent.
Extensive F&B or Hospitality experience—you know exactly what a "great" program looks like and how to execute it.
Experience navigating the chaos of a scaling company; you’re comfortable drafting the blueprint (SOPs) while the house is being built.

Responsibilities

Deliver best-in-class experiences to clients.
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.
Manage resources that enhance operational efficiency and effectiveness.
Design and optimize workflows to achieve maximum efficiency and alignment with strategic goals.
Proactively identify, analyze, and resolve operational challenges.
Escalate issues to management when necessary.
Travel for Crafty when needed, sometimes out of market and sometimes out of country.
Coordinate with cross-functional teams to achieve departmental goals and improve operational efficiency.
Provide constructive feedback to team members and incorporate feedback received.
Translate company goals into actionable plans that drive profitability and client satisfaction.
Identify and implement strategic initiatives to optimize performance and achieve business objectives.
Recruit, develop, and retain top-tier talent.
Oversee a large-scale book of business and drive measurable results.
Navigate the chaos of a scaling company, drafting SOPs while the house is being built.
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.
Leverage AI tools to streamline recurring admin tasks, including shift summaries, client communications, and reporting.