Market Operations Manager

Job description

The Role 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. Required Attributes TEAM LEADERSHIP 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. OPERATIONAL EXCELLENCE 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. MARKET PROFITABILITY 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. Required Experience 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. Your Proficiencies Google Suite (Sheets, Docs, Slides) Project management platforms (e.g., Notion, Airtable) Data visualization tools (Tableau, Excel) Strong communication and presentation skills 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: Drive 93% Annual Dollar Retention Achieve 93% annual dollar retention through positive client location health, full budget utilization, and proactive engagement — measured by YTD dollar retention rate, reviewed monthly. Goal #2: Achieve Market Profitability Target Meet or exceed monthly GMV profit targets per the annual operating plan — measured by GMV profit vs. target, reviewed monthly. Goal #3: Enable Market Growth and Expansion Drive growth through on-time location launches, revenue upsell, and budget-informed expansion — measured by launch timeliness, upsell revenue, and quarterly capacity metrics. Goal #4 (AI): Drive Operational Efficiency and Reduce Cost to Serve 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. What we offer: Our people mean everything to us. When you join Crafty, you're joining a team of passionate, smart, and supportive people who work incredibly hard and have a good time 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 targeted at $140,000 - $160,000 OTE (Base + Variable Compensation) per year in New York. 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 most dynamic brands to foster employee connection and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages programs across 300+ offices, serving more than 300,000 employees each month. Our commitment to crafting better workplaces starts from within. We’re a passionate, resourceful, and collaborative team whose expertise spans technology, operations, logistics, and client success. At Crafty, our people are our greatest asset — and the snacks are a pretty great perk, too.