Client Operations Manager II

Job description

The Role: The Bay/San Francisco, CA 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. Required Qualifications: 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. Effective Communicator 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. Operationally Sound 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. Reliable 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. Resilient 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 Collaborative 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. Autonomy 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. Business Oriented 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. Ideal Experience: Proven Scale: Experience overseeing a large-scale book of business and driving measurable results. People First: A seasoned manager who knows how to recruit, develop, and retain top-tier talent. Hospitality DNA: Extensive F&B or Hospitality experience—you know exactly what a "great" program looks like and how to execute it. The "Builder" Mentality: Experience navigating the chaos of a scaling company; you’re comfortable drafting the blueprint (SOPs) while the house is being built. 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. 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. What we offer: Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart people who work incredibly hard to get things done and have fun along the way. We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events! Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes. Our compensation amount for this role is up to $145,000 OTE (Base Salary + Variable Compensation) in California. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above. Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics. Who We Are: Crafty elevates workplace food and beverage programs with enhanced services managed in one innovative, centralized platform. Founded in 2015, our mission is to help companies craft better workplaces. From DraftKings to Robinhood to Zillow, we work with the world's biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages food and beverage programs across 300+ offices, serving more than 300,000 employees per month. Our commitment to crafting better workplaces starts from within. We are a team of passionate, resourceful, and hard-working trailblazers who love what we do. Our expertise spans technology, food and beverage operations, client success, fulfillment and more. At Crafty, our people are our greatest asset, because it's our people who foster a culture that makes our company a place worth being part of. And of course, the snacks are the cherry on top!