Market 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 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 Role

Crafty is seeking a Market Operations Manager to lead our local client operations, ensuring best-in-class service, operational excellence, and outstanding client satisfaction. This role oversees day-to-day operations, manages team performance, and drives measurable outcomes across quality, efficiency, and profitability.

The ideal candidate is a dynamic people leader with strong analytical skills, operational acumen, and an unwavering focus on client experience.

This role reports directly to the NYC General Manager and works closely with cross-functional partners across Client Success, Partner Relations, Supply Chain and the People team.

Required Attributes

TEAM LEADERSHIP

• Recruit, develop, and manage a high-performing client operations team.
• Build a metrics-driven culture focused on accountability, service excellence, and continuous improvement.
• Demonstrates advanced people management skills by coaching COM I and COM II to develop their own team members in driving profitability and building strong client relationships.
  
  
• Foster collaboration across markets and internal functions to drive alignment and consistency.

• Champion a culture of collaboration by providing constructive feedback to team members and incorporating feedback received to enhance team performance and contribute to achieving shared objectives.
  
  
• Build an engaged, motivated team culture that reflects Crafty’s values and commitment to delivering exceptional client experiences.

EXECUTION EXCELLENCE

• Translate strategic goals into actionable plans and measurable outcomes.
• Ensure consistent, high-quality execution across all client sites and operational workflows.
• Monitor market health, delivery accuracy, and service standards through data and feedback loops.
• Collaborate cross-functionally to remove obstacles, streamline processes, and ensure seamless delivery for clients.
• Drive alignment with company initiatives and ensure accountability for on-time, on-target execution.

OPERATIONAL EXCELLENCE 

• Lead initiatives to increase productivity, streamline operations, and standardize best practices across the market.
• Maintain compliance with internal policies, safety standards, and HR documentation.
• Leads Location Staffing Reviews and addresses callout trends. Partners with the People team to monitor capacity planning, scheduling, and resourcing to meet service needs effectively.
• Conducts Market Location Health Reviews and develops proactive strategies to strengthen partnerships and reduce churn, while analyzing operational trends to identify opportunities for innovation, cost control, and efficiency improvements.
• Communicate operational insights and results clearly to the General Manager and key stakeholders.

MARKET PROFITABILITY

• Partner closely with the General Manager to assess market performance, identify key operational priorities, and execute improvement plans that drive sustainable growth and profitability.
• Oversees labor costs and controllable expense lines.
• Support the broader leadership team by translating high-level business objectives into operational strategies, ensuring cross-functional accountability and execution across the market.
• Own market-level financial performance by monitoring revenue, labor,