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

Boston, MA

Crafty is seeking a Client Operations Specialist to deliver best-in-class experiences to clients in Boston. 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 an hourly role within Crafty, supporting our clients in Boston. This position requires you to be on-site Monday through Friday.

Required Qualifications

• 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.
  

Ideal Experience

• Strong leadership and team management capabilities
• Background in the Food & Beverage or Hospitality industry, with a clear understanding of what defines an exceptional F&B program
• Experience working in high-growth, fast-paced environments
  
  

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.*

Role Goals

Goal: Achieve 100% client retention annually (for at least 9 consecutive months) by delivering the best client experience through top-tier on-site operations, ensuring clients meet and exceed their goals, and completing the following initiatives:

• Initiative #1: Communication**: Create open, transparent lines of client communication, cross-departmental communication and partner communication through:
• Planning, scheduling, & leading (when applicable) all account management meetings with portfolio clients
• Ensuring all client emails are responded to within 24 hours
• Ensuring all client slack messages are responded to within 24 hours
• Are the point of contact for internal Crafty departments (tech, merchandising, recruiting, etc)**
• Initiative #2: Partner relationships: Build successful relationships with partner pantry programs, ensuring all clients needs are met through mutual agreements, service and delivery from partners.
• Initiative #3: Budget maintenance: In partnership with all clients within your portfolio, ultimately own P&L for your portfolio clients; ensuring budgets stay within the set monthly spend 100% of the time and you meet the goal of maintaining a 15% product swap quarter over quarter.
• Initiative #4: Team Escalations** - Build strong rapport with the clients so that you maintain less than 2 escalations at any one time.
• Initiative #5: Site health**: Based on client site 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 $46,000 - $50,000 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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