Client Operations Manager

About the role

Crafty seeks a Client Operations Manager I to serve as the primary point of contact for a defined list of clients in the Bay Area Market, ensuring their food and beverage program runs as expected. The role is salaried, hybrid (based out of the San Francisco office), and supports multiple clients across San Francisco and the broader Bay Area.

Responsibilities

• Maintain 93% annual dollar retention across portfolio accounts.
• Achieve 99% budget utilization across portfolio accounts.
• 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.
• Leverage AI tools by end of year to streamline recurring admin tasks (shift summaries, client communications, reporting), reducing administrative time by at least 20% and repurposing saved time toward higher‑value client activities.
• Act as the primary client contact, monitoring operational quality, client happiness, retention, and growth.

Requirements

• Client‑obsessed mindset: anticipates client needs, seeks feedback, and looks for opportunities to surprise and delight.
• Effective communicator: strong interpersonal, verbal, and written skills; listens actively, shows empathy, provides clear explanations and concise documentation.
• Operationally sound: uses Crafty platform tools and data to optimize resources, designs efficient workflows, proactively manages issues, and escalates when needed.
• Reliable: accountable, strong time management, consistent performance, and commitment to meeting deadlines.
• Resilient and adaptable: handles changes, proactively solves problems, maintains a positive attitude, and can travel as required.
• Collaborative: works cross‑functionally, gives and receives feedback constructively.
• Autonomous: takes ownership, delegates appropriately, and encourages continuous improvement.
• Business‑oriented: thinks strategically about how team activities support departmental and company goals, and identifies efficiency or service improvements.

Qualifications

• Proven experience overseeing a book of business and driving measurable results.
• People‑first mindset: ability to recruit, develop, and retain top‑tier talent.
• Hospitality DNA: extensive F&B or hospitality experience, knowing what a great program looks like and how to execute it.
• Builder mentality: comfortable creating SOPs and processes while scaling a company.

Benefits

• Crafty healthcare plan covering primary health, dental, and vision.
• 401(k) plan.
• Paid time off.
• Equipment certification courses.
• Parental leave.
• Crafty‑grade snacks, beverages, and fun events.
• Opportunity to shape the future of a growing company.

Pay

Up to $110k OTE (base + variable compensation) in the California market; final offer based on location, experience, and expertise.

Schedule

Hybrid role based out of the San Francisco office, serving clients across San Francisco and the Bay Area.