Market Operations Manager

About the role

Crafty is seeking a Market Operations Manager to lead local client operations in NYC. This role focuses on driving results through a high-performing team.

Responsibilities

• Recruit, 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.
• Empower 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.
• Drive 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.
• Partner with the General Manager (GM) to assess market performance, set strategic priorities, and execute improvement plans that drive sustainable growth and profitability.
• Own market-level financial performance by monitoring revenue, labor, and controllable expenses, identifying variances, and implementing corrective actions to protect and improve margins.
• Translate business objectives into actionable operational strategies, ensuring alignment and accountability across cross-functional and on-site teams.
• Leverage data and reporting tools to forecast trends, model capacity, and make informed decisions that enhance efficiency and margin performance.
• Drive client retention and market growth by ensuring the Crafty on-site experience consistently reflects the highest standards of hospitality, quality, and responsiveness.

Required Attributes

• 5–10 years of onsite operational management experience (food & beverage industry a plus).
• 5+ years of people management and/or team leadership.
• Proven ability to analyze performance metrics and implement operational improvements.

What we offer

• Crafty healthcare plan, covering primary health, dental, and vision plans.
• 401k.
• Paid time off.
• Equipment certification courses.
• Parental leave.
• Crafty-grade snacks, beverages, and fun events!
• Opportunity to shape the future of a young, flourishing company.
• Compensation amount for this role is targeted at $140,000 - $160,000 OTE (Base + Variable Compensation) per year in New York.