Client operations manager i

The Role:

Los Angeles, CA (also supporting clients in San Diego, CA)

Crafty is seeking a Client Operations Manager I to deliver best-in-class experiences to clients in the LA/San Diego Markets. 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 is a salaried, remote role based out of Los Angeles, CA, and supporting multiple clients across the the LA and San Diego Markets. Eligible candidates must be located in Los Angeles, CA.

Required Qualifications

• Client Obsessed
• Effective Communicator
• Operationally Sound
• Reliable
• Resilient
• Collaborative
• Autonomy
• Business Oriented

Ideal Experience

• Proven Scale: Experience overseeing a book of business and driving measurable results.
• People First: A manager who knows how to recruit, develop, and retain top-tier talent.
• Hospitality DNA: Extensive F&B or Hospitality experience—you know exactly what a "great" program looks like and how to execute it.
• The "Builder" Mentality: Experience navigating the chaos of a scaling company; you’re comfortable drafting the blueprint (SOPs) while the house is being built.

Role Goals:

• Goal #1: Maintain Client Retention - Maintain 93% annual dollar retention across all portfolio accounts — measured by monthly retention reporting reviewed with the GM.
• Goal #2: Drive Budget Utilization - Achieve 99% budget utilization across all portfolio accounts — measured via Core and Tableau reporting reviewed monthly.
• Goal #3: Deliver an Exceptional Onsite Experience - 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 — tracked by visit completion rate and QC action items resolved, reviewed quarterly.
• Goal #4 (AI): Leverage AI to Drive Operational Efficiency - By EOY, leverage AI tools to streamline recurring admin tasks — including shift summaries, client communications, and reporting — reducing time spent on administrative work by at least 20%, as measured by a self-reported time audit reviewed at Q2 and Q4, with time saved reprioritized toward higher-value client activities.

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 for this role includes a base salary of $62,000 - $72,000, with the potential for an additional 15% in variable compensation. 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.