Market Operations Manager

Crafty•New York, NY

26d•$140,000 - $160,000•Onsite

About The Position

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.

Requirements

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

Responsibilities

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.
Achieve 93% annual dollar retention through positive client location health, full budget utilization, and proactive engagement — measured by YTD dollar retention rate, reviewed monthly.
Meet or exceed monthly GMV profit targets per the annual operating plan — measured by GMV profit vs. target, reviewed monthly.
Drive growth through on-time location launches, revenue upsell, and budget-informed expansion — measured by launch timeliness, upsell revenue, and quarterly capacity metrics.
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.