Implementation Operations Manager

Chicago, IL, United States

Crafty’s mission is to help companies craft better workplaces by providing the services and technology to deliver a modern, comprehensive food & beverage program for their employees, no matter where they work. After operating with a vertically integrated supply chain (i.e., directly fulfilling orders from Crafty-operated distribution centers) in Chicago and the Bay Area, our team launched a third party fulfillment model that has rapidly scaled our coverage into over 25 markets globally, in just a year’s time.

At Crafty, we have a diverse, high-powered team, composed of folks in technology, supply chain operations, field operations, sales, account management, and more. Our workplace is dynamic, fast-paced, and just plain fun; we pride ourselves in having an amazing mix of humans who make up our team!

The Role:

Crafty is seeking an experienced Implementation Operations Manager to become an instrumental player within our team! Your primary responsibility will be twofold - providing remote and on-the-ground support for client implementations in our emerging markets and developing improvement projects to drive the operational arm of implementations forward.

Emerging market support will encompass finalizing client operational programs throughout the implementation process - this includes all aspects of the client’s on-site program from site walkthroughs to weekly task lists and the administrative tasks that come with bringing a program to life!

We are in search of a creative and operational leader excited to contribute to a hardworking team that is experiencing a high level of growth in the rethinking of office spaces post-pandemic. This growth requires building and scaling during the most crucial part of the client journey – client onboarding. The Implementation Operations Manager is responsible for the team's success, supporting on-the-ground tasks performed by our local teams and partners during the onboarding period.

The role will report to our Director of Implementation. This is a hybrid role based out of our Chicago HQ and requires work-related travel (50%+ travel monthly).

Required Qualifications

Operations Management and Oversight:  Possesses a strong background in operations management. The subject-matter expert when it comes to a client’s on-site experience. Thrives in high-pressure, fast-paced environments and displays a strong ability to troubleshoot issues that arise during implementations and develop creative solutions.

Process Creation and Improvement:  Excels in developing SOPs and execution processes to support project needs. Successfully builds and refines project resources (task lists, notion resources, training materials, etc.) to exceed project goals.

Project Management:  Ability to coordinate all aspects of a client operations setup. Excels in organizing resources, managing timelines, and ensuring deliverables are met. Displays strong organizational skills, attention to detail, and ability to multitask on multiple projects at once. Possesses tried-and-true methods for staying organized and on top of it all. Strives to remain adaptable, knowing that in the operations world, you could have all your careful plans derailed. Ability to stay motivated and adapt as the day goes on.

Cross-Functional Collaboration:  Excels in collaborating with various teams, including implementation leads, sales, project teams, partners, and in-market operations teams. Demonstrated ability to build trust and rapport with diverse audiences through clear and concise written and verbal communication. Strives to be a team player and care for those they work with. Has the ability to view all things with an empathetic lens.

Proficient Communication:  Demonstrated ability to build trust and rapport with diverse audiences through clear and concise written and verbal communication (tailoring communication as needed). Develops skills in empathetic communication, particularly in sensitive situations, and begins to adapt communication styles to different contexts and audiences. Strives to clearly articulate objectives and metrics, fostering trust and clarity among team members, partners, and clients.

Travel Flexibility:  Maintains the flexibility and willingness to travel frequently to execute implementations alongside our partners and emerging market teams. The job entails significant travel to client sites (50%+ monthly).

Desired Qualifications

Implementation Tech Stack:  Experience with Asana, Notion, Tableau.

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:

Objective #1:  Providing remote and on-the-ground support for client implementations in emerging markets

Goal:  Consistently increase average quality score across Emerging Market Implementations.

Key Initiative #1 : All projects are executed on target, on time, with operational tasks and quality meeting or exceeding expectations.

Key Initiative #2:  After the first 90 days on the job, attend complex client Implementations across the country without additional support, laying the foundation for client relationships.

Key Initiative #3:  Improve quality scores through collaboration with our Partners to oversee low-complexity projects remotely while training Partners to Crafty Implementation standards.

Objective #2:  Develop improvement projects to drive the operational arm of implementations forward

Goal:  Drive down the average time to Implement across Emerging Markets.

Key Initiative #1:  Catalog and maintain all existing SOPs and identify a roadmap for additional SOPs needed.

Key Initiative #2:  In the first 90 days on the job, develop effective SOP rollout guidelines including comms and training plans.

Key Initiative #3 : Collaborate with stakeholders across the organization to provide subject matter expertise on ongoing initiatives.

What we offer:

Our people mean everything to us. When you join Crafty, you’re joining a team of smart & passionate individuals who work incredibly hard and to get things done.

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.

The pay band for this position is $75,000 to $85,000 in Chicago, IL.

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.

The pay range for this role is:

75,000 - 85,000 USD per year (Crafty HQ - Chicago)

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