Market Operations Manager

Who We AreCrafty 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.The RoleCrafty 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.Required AttributesTEAM LEADERSHIPRecruit, 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.EXECUTION EXCELLENCETranslate 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.OPERATIONAL EXCELLENCE 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.MARKET PROFITABILITYPartner 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.Required Experience5–10 years of onsite operational management experience (food & beverage industry a plus).5+ years of people management and / or team leadershipProven 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.Your ProficienciesGoogle Suite (Sheets, Docs, Slides)Project management platforms (e.g., Notion, Airtable)Data visualization tools (Tableau, Excel)Strong communication and presentation skillsExpected ResultsCSAT / 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.What We OfferOur people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart hooligans who work incredibly hard — and know how to have fun doing it.We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision, a 401(k), paid time off, equipment certification courses, and parental leave. And, of course, Crafty-grade snacks, beverages, and fun team eventsThis role offers a unique opportunity to shape the future of a rapidly growing, dynamic company. Your leadership, creativity, and operational expertise will directly impact our clients, our people, and our market success.What we offer:Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart hooligans who work incredibly hard and to get things done. We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, an automatic 4% 401k contribution, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun eventsLastly, 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. In NYC, the pay band for this role is $140,000 to $165,000 OTE, based on skills and experience. 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.PI808aafbf70af-30511-38987853