General Manager

Crafty; New York (NY); On-site; USD 200,000 - 275,000; Full time

Job summary

Crafty is seeking a General Manager to oversee market operations in New York City. This role involves P&L ownership, managing client operations, and leading a high-performing team to enhance service delivery. The ideal candidate will have over 10 years of experience in operations and a strong focus on client-centric strategies.

Benefits

Healthcare plan covering primary health, dental, and vision

Automatic 4% 401k contribution

Paid time off

Professional development support

Parental leave

Crafty-grade snacks and beverages

Fun events

Qualifications

• 10+ years in operations, logistics, or general management roles.
• Proven P&L ownership and achieving profitability goals.
• Strong communication and leadership skills.

Responsibilities

• Manage market operations and P&L for New York City.
• Oversee Client Operations and Fulfillment for service delivery.
• Engage cross-functionally with various departments.

Skills

Data-Driven Decision Making

Operational Excellence

Client-Centric Orientation

Team Leadership

Strategic Thinking

Education

10+ years of experience in operations or management

Job description

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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!

The Role

Crafty is seeking a General Manager to manage market operations in the New York City area. The General Manager is the P&L owner for their market, directly overseeing Client Operations and Fulfillment to drive exceptional service delivery and operational efficiency. As the most senior operator in the market, this individual is both a strategic thinker and hands-on leader—responsible for scaling our operations, elevating client experience, and ensuring the success of our frontline teams.

The General Manager will frequently engage cross functionally with every department outside of Operations, including People, Revenue, Finance, Product, and Technology.

Required Attributes

Business Leadership & Operational Ownership

• P&L Ownership – Acts as the GM and business owner for the market, with full accountability for market-level P&L. Drives growth, efficiency, and margin expansion by managing costs and unlocking new opportunities.
• Data-Driven Decision Making - Analyzes business data to extract actionable insights, using key performance metrics to drive data-informed decisions, adapt workflows, and make strategy shifts.
• Operational Excellence – Directs all local operations with a founder-like mindset, ensuring a high-performance bar across fulfillment, logistics, and service delivery.
• Strategic Market Operator – Thinks end-to-end to optimize every aspect of market performance, from location operations to client experience, always aligning with company-wide goals.
• Cross-Functional Execution Partner – Collaborates seamlessly, serving as the connective tissue between field operations and centralized support.
• Builder & Leader of High-Performing Teams – Attracts, develops, and retains talent in a competitive environment. Instills a culture of accountability, trust, and continuous improvement.
• Hands-On People Manager – Balances strategic leadership with frontline visibility. Builds team culture while managing day-to-day performance and coaching up emerging leaders.
• Empathy Meets Ambition – Sets ambitious targets while maintaining deep care for team morale, career growth, and long-term development.

Execution & Growth Mindset

• Bias for Action – Moves fast and iterates, solving problems creatively and decisively, even with imperfect information—essential in a fast-scaling, VC-backed environment.
• Comfort in Ambiguity – Thrives amid change and complexity. Doesn’t wait for perfect systems to take initiative or make decisions.
• Relentless Optimizer – Constantly questions “what’s working,” “what’s scalable,” and “what’s next,” applying a test-learn-scale approach to improve processes and outcomes.

Client-Centric Orientation

• Client-First Mentality – Makes decisions through the lens of client experience and value. Champions service design that is proactive, intuitive, and empathetic.
• Experience as a Differentiator – Recognizes that delivering a differentiated client experience is a key competitive advantage for Crafty. Strives to exceed expectations through personalization, consistency, and quality.
• Operational Detail to Delight – Holds high standards across order accuracy, presentation, timeliness, and communication, ensuring that every detail contributes to a premium experience.
• Client Advocacy & Insights – Builds strong client relationships to understand their evolving needs. Uses this insight to drive improvements and innovation across operations.

Ideal Experience

• 10+ years of experience in operations, logistics, or general management roles, preferably in a high-growth, service-based, or hospitality business.
• Proven track record of owning a P&L and hitting or exceeding profitability and service goals.
• Experience managing large frontline teams and third-party vendors or partners.
• Strong operational acumen, including forecasting, inventory, cost management, and performance reporting.
• Exceptional communication and leadership skills, with the ability to inspire and align diverse stakeholders.

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: Achieve 95% annual dollar retention in your market

Goal #2: Hit annual market profitability target

Goal #3: Enable market growth and expansion

• Seamlessly launch new clients and locations with operational excellence
• Build local operational infrastructure that can scale rapidly with market demand
• Recruit, retain, and develop a high-performing team to support growth and deliver exceptional service
• Foster a team culture grounded in accountability, trust, and continuous improvement

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), an automatic 4% 401k contribution, paid time off, professional development support, and parental leave. And, of course, Crafty-grade snacks, beverages, and fun events!

Lastly, this role offers a special opportunity: to take the reins of a growing market and build a team, operation, and culture from the ground up. Your leadership will shape the future of Crafty in your region.

Our compensation amount for this role is targeted at an OTE of $200,00 to $275,000 per year in NYC. 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.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Customer Service

• Industries

  Food and Beverage Services and Consumer Services

Referrals increase your chances of interviewing at Crafty by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

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