Market Operations Manager

Crafty•New York, NY

49d•$140,000 - $165,000

About The Position

Crafty is seeking a Market Operations Manager to lead our local client operations, ensuring best-in-class service, operational excellence, and outstanding client satisfaction. This role oversees day-to-day operations, manages team performance, and drives measurable outcomes across quality, efficiency, and profitability. The ideal candidate is a dynamic people leader with strong analytical skills, operational acumen, and an unwavering focus on client experience. This role reports directly to the NYC General Manager and works closely with cross-functional partners across Client Success, Partner Relations, Supply Chain and the People team.

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.
Proficiency in Google Suite and project management tools (e.g., Notion, Asana).
Familiarity with data visualization tools such as Tableau.
Google Suite (Sheets, Docs, Slides)
Project management platforms (e.g., Notion, Airtable)
Data visualization tools (Tableau, Excel)
Strong communication and presentation skills
CSAT / Location Health: Maintain a market-wide CSAT score of 90% or higher through proactive team oversight, client engagement and operational excellence.
Retention: Achieve 95%+ annual dollar retention via client retention through consistent, high-quality service delivery.
Profitability: Improve market profitability by at least 2% annually through operational efficiency and cost management.
Team Performance: Maintain 85%+ employee retention through strong leadership, engagement, and development.
Market Insights: Deliver monthly performance reporting and insights that enable data-driven decision-making for the General Manager and leadership team.

Responsibilities

Recruit, develop, and manage a high-performing client operations team.
Build a metrics-driven culture focused on accountability, service excellence, and continuous improvement.
Demonstrates advanced people management skills by coaching COM I and COM II to develop their own team members in driving profitability and building strong client relationships.
Foster collaboration across markets and internal functions to drive alignment and consistency.
Champion a culture of collaboration by providing constructive feedback to team members and incorporating feedback received to enhance team performance and contribute to achieving shared objectives.
Build an engaged, motivated team culture that reflects Crafty’s values and commitment to delivering exceptional client experiences.
Translate strategic goals into actionable plans and measurable outcomes.
Ensure consistent, high-quality execution across all client sites and operational workflows.
Monitor market health, delivery accuracy, and service standards through data and feedback loops.
Collaborate cross-functionally to remove obstacles, streamline processes, and ensure seamless delivery for clients.
Drive alignment with company initiatives and ensure accountability for on-time, on-target execution.
Lead initiatives to increase productivity, streamline operations, and standardize best practices across the market.
Maintain compliance with internal policies, safety standards, and HR documentation.
Leads Location Staffing Reviews and addresses callout trends. Partners with the People team to monitor capacity planning, scheduling, and resourcing to meet service needs effectively.
Conducts Market Location Health Reviews and develops proactive strategies to strengthen partnerships and reduce churn, while analyzing operational trends to identify opportunities for innovation, cost control, and efficiency improvements.
Communicate operational insights and results clearly to the General Manager and key stakeholders.
Partner closely with the General Manager to assess market performance, identify key operational priorities, and execute improvement plans that drive sustainable growth and profitability.
Oversees labor costs and controllable expense lines.
Support the broader leadership team by translating high-level business objectives into operational strategies, ensuring cross-functional accountability and execution across the market.
Own market-level financial performance by monitoring revenue, labor, and cost metrics; identify drivers of variance and implement corrective action to protect profitability.
Leverage data and reporting tools to forecast market trends, model capacity, and make informed recommendations that improve operational efficiency and margin performance.
Drive retention across the Market’s book of business by ensuring Crafty’s on-site experience represents the highest standard of quality, responsiveness, and care.