Client Operations Manager

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 Draft Kings 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:

Miami, FL

Crafty is seeking a Client Operations Manager I to deliver best-in-class experiences to clients in the Florida 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 role is a salaried position within Crafty. The role supports multiple clients across the Miami market and is primarily remote, with 25–30% travel required.

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…