Client Operations Specialist
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. However we must only include sections when posting has real specific content. We need to map content to these headings appropriately.
We have:
- Who We Are: could be "About the role"? Actually "Who We Are" is company description, not role. Could be "About the role"? Might be better to use "About the role" for description of role? But we have "The Role" section describing role. So we could put "About the role" heading with content from "Who We Are"? The instruction: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). They gave examples but we can use those headings if appropriate. We need to include sections only when posting has real specific content.
We have content for:
- About the role: maybe combine "Who We Are" and "The Role"? But "Who We Are" is company overview, not role. Could be "About the role" could include description of role and location. We'll put role description under "About the role".
- Responsibilities: we have role goals and initiatives (communication, budget maintenance, team escalations, site health). Also delivering best-in-class experiences, primary point of contact, etc. So we can put responsibilities.
- Requirements: Required Qualifications list (many bullet points). Could be under Requirements.
- Qualifications: maybe Ideal Experience? Could be Qualifications.
- Skills: maybe we can split some of the Required Qualifications into skills? But we might not need Skills section if content overlaps.
- Benefits: What We Offer includes benefits.
- Pay: compensation amount $70,000 - $80,000 + 15% incentive bonus.
- Schedule: hybrid out of NYC office (role supports multiple clients within the area and is hybrid out of our NYC office). So schedule/hybrid info.
We must not repeat job title as heading. Not include Job ID etc.
We must remove boilerplate: EEO statement, etc.
We must preserve all substantive information.
We need to output only HTML fragment, no /, no markdown fences.
We'll structure:
About the role
About the role
Crafty’s mission is to help companies craft better workplaces by providing the services and technology to deliver a modern, comprehensive food & beverage program for their employees, no matter where they work. After operating with a vertically integrated supply chain (i.e., directly fulfilling orders from Crafty-operated distribution centers) in Chicago and the Bay Area, our team launched a third party fulfillment model that has rapidly scaled our coverage into over 25 markets globally, in just a year’s time. At Crafty, we have a diverse, high-powered team, composed of folks in technology, supply chain operations, field operations, sales, account management, and more. Our workplace is dynamic, fast-paced, and just plain fun; we pride ourselves in having an amazing mix of humans who make up our team! Crafty is seeking a Client Operations Specialist to deliver best-in-class experiences to clients in New York City. 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, client growth and client profitability. This role is a salaried role within Crafty. This role supports multiple clients within the area and is hybrid out of our NYC office.
But note we already have schedule/hybrid info; maybe we keep schedule separate. Better to keep About the role as company description + role overview, but schedule separate. Let's decide: About the role: company mission and description of role (excluding schedule/hybrid). We'll include schedule in Schedule section. Responsibilities: role goals and initiatives plus delivering best-in-class experiences, primary point of contact, etc. Requirements: Required Qualifications (the long list). Could be broken into sub-sections? But we just need- .
Qualifications: Ideal Experience (proven experience managing and growing a book of business, people management, background in Food & Beverage/Hospitality, experience in fast-growing scaling companies).
Skills: maybe we can extract some of the Required Qualifications that are skill-like (e.g., Effective Communicator, Operationally Sound, Reliable, Resilient, Collaborative, Autonomy, Business Oriented). But we already have Requirements covering them; we could skip Skills to avoid duplication. However instruction: Prefer a few substantive sections over many thin ones. So we could combine Requirements and Qualifications into one section? But they gave examples; we can choose to include only those with content. We have content for Requirements (Required Qualifications) and Qualifications (Ideal Experience). Both are substantive. We'll keep both.
Benefits: What We Offer (healthcare, 401k, PTO, equipment certification courses, parental leave, snacks, beverages, fun events, opportunity to shape future). Also maybe mention "Crafty-grade snacks, beverages, and fun events!" We'll include.
Pay: compensation amount.
Schedule: hybrid out of NYC office.
We must not include boilerplate like EEO, etc.
Now craft HTML.
We need to ensure we don't include any empty sections.
Let's write:
About the role
Crafty’s mission is to help companies craft better workplaces by providing the services and technology to deliver a modern, comprehensive food & beverage program for their employees, no matter where they work. After operating with a vertically integrated supply chain (i.e., directly fulfilling orders from Crafty-operated distribution centers) in Chicago and the Bay Area, our team launched a third party fulfillment model that has rapidly scaled our coverage into over 25 markets globally, in just a year’s time. At Crafty, we have a diverse, high-powered team, composed of folks in technology, supply chain operations, field operations, sales, account management, and more. Our workplace is dynamic, fast-paced, and just plain fun; we pride ourselves in having an amazing mix of humans who make up our team! Crafty is seeking a Client Operations Specialist to deliver best-in-class experiences to clients in New York City. 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, client growth and client profitability. This role is a salaried role within Crafty.
Responsibilities
- Serve as the primary point of contact for a defined list of clients in New York City, ensuring their food and beverage program runs as expected.
- Deliver best-in-class client experiences through top-tier on‑site operations.
- Achieve 100% client retention annually (for at least 9 consecutive months) by delivering the best client experience.
- Initiative #1 – Communication: Create open, transparent lines of client and cross‑departmental communication; plan, schedule, and lead (when applicable) all account management meetings with portfolio clients; ensure all client emails are responded to within 24 hours; ensure all client Slack messages are responded to within 24 hours; act as the point of contact for internal Crafty departments (tech, merchandising, recruiting, etc.).
- Initiative #2 – Budget maintenance: Partner with clients to own P&L for portfolio clients; ensure budgets stay within set monthly spend 100 % of the time; maintain a 15 % product swap quarter over quarter.
- Initiative #3 – Team Escalations: Build strong rapport with clients to maintain fewer than 2 escalations at any one time.
- Initiative #4 – Site health: Based on client site health surveys via HubSpot, ensure all client sites maintain a neutral or positive position.
Requirements
- Client Obsessed – Client Understanding: Proactively anticipates and responds to complex client needs and preferences, ensuring exceptional and personalized interactions.
- Patience and Eagerness to Learn: Actively seeks and implements feedback to drive continuous improvement in service quality, mentoring others in this approach.
- Proactive Service: Consistently goes above and beyond to create memorable client experiences by anticipating client needs and addressing them before being asked.
- Effective Communicator – Interpersonal Communication: Builds and maintains strong relationships with clients and co‑workers through active listening, empathy, and constructive feedback; establishes authority and credibility by handling client interactions with tact and respect, fostering a collaborative and supportive environment.
- Verbal Communication: Clearly and confidently articulates information and instructions, ensuring thorough mutual understanding; delivers exceptional customer service, provides detailed explanations, and addresses inquiries or concerns promptly and effectively to exceed client expectations.
- Written Communication: Produces clear, concise, and expertly structured written communications, including comprehensive emails and documentation.
- Operationally Sound – Resource Management: Uses tools and data (from the Crafty platform) to manage resources that enhance operational efficiency and effectiveness.
- Workflow Coordination: Designs and optimizes workflows to achieve maximum efficiency and alignment with strategic goals.
- Proactive Challenge Resolution: Proactively identifies, analyzes, and resolves operational challenges to ensure seamless day‑to‑day functions; recognizes when to escalate to management.
- Reliable – Accountability: Demonstrates a strong work ethic, readily takes on additional responsibilities, and holds themselves accountable for results; consistently delivers high‑quality results and effectively manages priorities to meet deadlines.
- Time Management: Excels in time management by efficiently prioritizing and completing tasks on schedule, even with frequent interruptions; models punctuality and reliability for peers by consistently being on time and prepared for shifts; sets a standard within the team, encouraging and motivating others to follow suit.
- Consistency: Consistently exceeds service standards, delivering high‑quality work that enhances overall operational effectiveness; builds strong client relationships through consistent and exceptional service.
- Resilient – Adaptability: Comfortable with adapting to major changes in strategy, operations, and market conditions.
- Proactivity: Foresees potential challenges and implements preemptive measures to mitigate them.
- Problem‑solving: Develops and implements innovative solutions to complex problems; demonstrates strong business acumen by surfacing hard and potentially difficult decisions, by escalating difficult situations to management as needed.
- Attitude and Perseverance: Exemplifies a positive and steadfast attitude during critical situations to maintain high performance.
- Collaborative – Team‑oriented: Demonstrate strong collaboration skills by contributing to team efforts and fostering a collaborative environment; effectively coordinates with cross‑functional teams to achieve departmental goals and improve operational efficiency.
- Feedback: Provides constructive feedback to their leaders and peers and incorporates feedback received to enhance team performance and contribute to achieving shared objectives.
- Autonomy – Ownership: Exhibits complete ownership over tasks and areas, mentors peers in best practices, and fosters a culture of high‑quality work and attention to detail.
- Continuous Improvement: Embrace a culture of innovation; serves as a subject matter expert and thought leader in order to align with the team on objectives with organizational goals and champions continuous improvement.
- Business Oriented – Strategic Thinking: Translates company goals into actionable plans that drive profitability and client satisfaction for the client operations team; proactively identifies and implements strategic initiatives to optimize performance and achieve business objectives.
Qualifications
- Proven experience managing