What are the responsibilities and job description for the Client Operations Manager position at Crafty?
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 biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages food and beverage programs across 300 offices, serving more than 300,000 employees per month.
Our commitment to crafting better workplaces starts from within. We are a team of passionate, resourceful, and hard-working trailblazers who love what we do. Our expertise spans technology, food and beverage operations, client success, fulfillment and more. At Crafty, our people are our greatest asset, because it"s our people who foster a culture that makes our company a place worth being part of. And of course, the snacks are the cherry on top!
The Role : Dallas, Texas
Crafty is seeking a Client Operations Manager I to deliver best-in-class experiences to clients in the Texas Market. 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, and client growth.
This role is a salaried role within Crafty. This role supports multiple clients within Texas and is based out of Dallas, TX. A valid driver's license and access to a personal vehicle are required, as travel (approximately 40%) is a key component of the role.
Required Qualifications
- Client Obsessed
Client Understanding : Proactively anticipates and responds to client needs and preferences, ensuring personalized and positive interactions.
Interpersonal Communication : Establishes and maintains positive relationships with clients and team members by actively listening, showing empathy, and providing constructive feedback. Models effective client interaction techniques with tact and respect, fostering a collaborative environment.
Resource Optimization : Utilizes Crafty platform tools and data to optimize resource allocation, focusing on enhancing operational efficiency and mentoring team members in effective resource management techniques.
Accountability : Demonstrates a strong commitment to assigned tasks and responsibilities, ensuring timely and accurate completion. Takes ownership of tasks and holds oneself accountable for delivering quality results.
Adaptability : Seamlessly adapts to changes in product offerings, processes, and customer preferences for multiple clients within their portfolio.
Team-oriented : Exhibit effective collaboration skills by working cross collaboratively with other departments to achieve common objectives. Actively engage in team discussions, contribute insights, and support team initiatives.
Ownership : Provides clear expectations, support, and guidance while encouraging independent decision-making and exploration of new approaches. Holds team accountable to set responsibilities and goals.
Strategic Thinking : Aligns team activities with departmental objectives and understands how they contribute to the company"s overall goals. Begins to identify opportunities to improve operational efficiency or client service within the existing framework.
Ideal Experience
Don't meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.
Expected Results :
Goal : Deliver the best client experience by providing top-tier operations on site, ensuring clients meet and exceed their goals. Assist in achieving a 100% annual client retention rate (for at least 9 consecutive months) by completing the following initiatives :
Initiative #1 : Communication : Create open, transparent lines of client communication through :
Initiative #2 : Budget maintenance : In partnership with all clients within your portfolio,
Initiative #3 : Quality control : Conduct [at least] quarterly quality control checks, owning results and all individual client health scores at each site, maintaining an average of 95%.
Initiative #4 : Site health : Based on client location health surveys via hubspot, ensure all client sites maintain a positive sentiment.
What we offer :
Our people mean everything to us. When you join Crafty, you're joining a team of passionate, smart people who work incredibly hard and have fun along the way.
We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events!
Lastly, this role offers a special opportunity : to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes.
Our compensation amount for this role is $70,000 - $80,000 annually. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above.
Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.
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Salary : $70,000 - $80,000
