Client Operations Manager I

Socket.dev; New York (NY); Hybrid; USD 80,000 - 85,000; Full time

Benefits offered by this job

Healthcare plan

401k

Paid time off

Equipment certification courses

Parental leave

Snacks and events

Job summary

Crafty is seeking a Client Operations Manager I in New York, NY. This hybrid role will be the primary point of contact for a defined client list, ensuring a top-tier food and beverage program and high client satisfaction across the NYC market.

You will manage relationships, optimize workflows, and drive retention and growth while collaborating across departments and traveling as required to client sites.

Qualifications

• Client-focused mindset with proactive service orientation.
• Strong interpersonal, verbal, and written communication skills.
• Ability to optimize resources and design workflows for multiple clients.
• Reliability, time management, and consistency in daily operations.
• Resilience to adapt to changes across client programs and travel when needed.
• Collaborative approach across departments to achieve client goals.
• Ownership mindset with capacity to delegate and improve processes.
• Business acumen to align team efforts with company objectives.

Responsibilities

• Act as the primary contact for a defined list of clients in the NYC market.
• Deliver best-in-class client experiences and aim for retention and growth.
• Design workflows, optimize resource allocation, and mentor team members.
• Monitor performance metrics and escalate issues when needed.

Skills

Client Obsessed

Effective Communicator

Operationally Sound

Reliable

Resilient

Collaborative

Autonomy

Business Oriented

Job description

The Role:

New York, NY

Crafty is seeking a Client Operations Manager I to deliver best-in-class experiences to clients in the NYC Market. 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, and client growth.

This is a salaried, hybrid role based out of Crafty’s New York City office and supporting multiple clients across the New York market.

Required Qualifications

• Client Obsessed
• • Client Understanding: Proactively anticipates and responds to client needs and preferences, ensuring personalized and positive interactions.
  • Patience and Eagerness to Learn: Actively seeks feedback from clients, showing a strong desire to grow skills and improve service quality.
  • Proactive Service: Often identifies opportunities to surprise and delight clients with personalized and considerate service, going beyond basic expectations.
• Effective Communicator
• • Interpersonal Communication: Establishes and maintains positive relationships with clients and team members by actively listening, showing empathy, and providing constructive feedback. Models effective client interaction techniques with tact and respect, fostering a collaborative environment.
  • Verbal Communication: Communicates information and instructions clearly and confidently to ensure mutual understanding. Delivers excellent customer service by providing clear explanations and addressing inquiries or concerns efficiently to meet client expectations.
  • Written Communication: Produces well-structured, clear, and concise written communications, including emails and documentation. Ensures accuracy and attention to detail in written interactions to maintain smooth operations and high client satisfaction.
• Operationally Sound
• • Resource Optimization: Utilizes Crafty platform tools and data to optimize resource allocation, focusing on enhancing operational efficiency and mentoring team members in effective resource management techniques.
  • Workflow Design and Coordination: Designs and coordinates workflows to maximize efficiency and alignment with strategic objectives, ensuring smooth operational execution.
  • Proactive Issue Management: Proactively identifies and resolves operational challenges to maintain seamless daily operations. Capable of recognizing when issues require escalation to management for resolution.
• Reliable
• • Accountability: Demonstrates a strong commitment to assigned tasks and responsibilities, ensuring timely and accurate completion. Takes ownership of tasks and holds oneself accountable for delivering quality results.
  • Time Management: Prioritizes tasks effectively to meet deadlines despite interruptions, demonstrating reliability and punctuality. Sets a positive example of time management and encourages team members to manage their time efficiently.
  • Consistency: Maintains consistent performance in meeting service standards and operational goals. Strives to exceed expectations in daily tasks, contributing to overall team success. Seeks opportunities to improve processes and enhance operational effectiveness.
• Resilient
• • Adaptability: Seamlessly adapts to changes in product offerings, processes, and customer preferences for multiple clients within their portfolio.
  • Proactivity: Foresees potential challenges and addresses emerging issues before they affect operations.
  • Problem-solving: Finds creative solutions to complex problems.
  • Attitude and Perseverance: Exemplifies a positive and steadfast attitude during critical situations.
  • Ability to travel for Crafty when needed; sometimes out of market and sometimes out of country.
• Collaborative
• • Team-oriented: Exhibit effective collaboration skills by working cross collaboratively with other departments to achieve common objectives. Actively engage in team discussions, contribute insights, and support team initiatives.
  • Feedback: Provide thoughtful feedback to peers and receive feedback positively in order to contribute to your growth in a collaborative setting that achieves shared objectives.
• Autonomy
• • Ownership: Provides clear expectations, support, and guidance while encouraging independent decision-making and exploration of new approaches. Holds team accountable to set responsibilities and goals.
  • Continuous Improvement: Delegates tasks and projects appropriately, empowering team members to take ownership and identify opportunities for continuous improvement.
• Business Oriented
• • Strategic Thinking: Aligns team activities with departmental objectives and understands how they contribute to the company's overall goals. Begins to identify opportunities to improve operational efficiency or client service within the existing framework.

Ideal Experience

• Proven Scale: Experience overseeing a book of business and driving measurable results.
• People First: A 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 — reducing time spent on administrative work by at least 20%, as measured by a self-reported time audit reviewed at Q2 and Q4, with time saved reprioritized toward higher-value client activities.

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 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 for this role includes a base salary of $80,000 - $85,000, with the potential for an additional 15% in variable compensation. 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.