Location Client Operations Manager

Crafty•New York, NY

1d•$87,000 - $100,000•Onsite

About The Position

Crafty is seeking a Location Client Operations Manager to deliver best-in-class food and beverage experiences for a large, strategic client in New York City. This individual is a strong, hands-on manager who leads with empathy and accountability, serving as the primary operational owner and day-to-day point of contact at the client site.Success in this role will be measured by operational quality, client satisfaction, client retention, program growth, and client profitability. This is a salaried, fully on-site role based in New York City, Monday through Friday.

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.
Proactive Service: Consistently goes above and beyond to create memorable client experiences by anticipating client needs and addressing them before being asked.
Effective Communicator
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 emails and documentation.
Operationally Sound
Resource Management: Uses tools and data from the Crafty platform to manage inventory, vendors, labor, and resources efficiently.
Workflow Coordination: Designs and optimizes workflows to achieve operational efficiency and alignment with client goals.
Proactive Challenge Resolution: Identifies, analyzes, and resolves operational challenges to ensure seamless day-to-day functions.
Reliable
Accountability: Demonstrates a strong work ethic, takes ownership of results, and delivers consistent, high-quality outcomes.
Time Management: Efficiently prioritizes and completes tasks on schedule, even with frequent interruptions.
Consistency: Consistently exceeds service standards, building strong client relationships through dependable execution.
Resilient
Adaptability: Leads through changes in strategy, operations, and client needs.
Proactivity: Foresees potential challenges and implements preemptive solutions.
Problem-solving: Develops innovative solutions to complex problems and escalates when appropriate through dependable execution.
Attitude and Perseverance: Maintains a positive, composed approach during high-pressure situations.
Collaborative
Team-oriented: Works closely with cross-functional Crafty teams to deliver a cohesive client experience.
Feedback: Provides constructive feedback and incorporates input from others to improve performance.
Autonomy
Ownership: Exhibits full ownership over the client site’s operational success.
Continuous Improvement: Champions innovation and continuous improvement aligned with client and company goals.
Business Oriented
Strategic Thinking: Translates company and client goals into actionable operational plans that drive profitability and long-term success.
5+ years of people management experience, including leading managers.
Background in workplace or service-driven operations within a corporate or high-growth environment.
Proven ability to manage high-touch client relationships, including account success and renewals for a book of business.
Experience overseeing budgets, operational performance, and large-scale hospitality or workplace programs.
Demonstrated success managing vendors, facilities partners, or hospitality services across multiple locations or clients.

Nice To Haves

Bachelor’s degree preferred; equivalent professional experience is welcome.

Responsibilities

Deliver the best client experience by providing top-tier operations on site, ensuring clients meet and exceed their goals.
Contribute to achieving a 100% client retention rate annually (for at least 9 consecutive months)
Create open, transparent lines of client communication, cross-departmental communication
Planning, scheduling, & leading (when applicable) all account management meetings with portfolio clients
Ensuring all client emails are responded to within 24 hours
Ensuring all client slack messages are responded to within 24 hours
Are the point of contact for internal Crafty departments (tech, merchandising, recruiting, etc)
In partnership with all clients within your portfolio and the Crafty Location lead, when applicable, ultimately own P&L for your portfolio clients; ensuring budgets stay within the set monthly spend 100% of the time and your team meets the goal of maintaining a 15% product swap quarter over quarter.
Through coaching and training your team, ensure site owners build strong rapport with the clients and that you maintain less than 2 escalations at any one time.
Based on client site health surveys via hubspot, ensure all client sites maintain a neutral or positive position.