Market Operations Manager

Market Operations ManagerWho 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 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 AttributesTEAM LEADERSHIPRecruit, 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 EXCELLENCEDrive 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 PROFITABILITYPartner with the General Manager (GM) to assess market...