General Manager
Crafty
Job Level
Mid-LevelSenior
About the role
- Design and launch Bigblue’s Professional Services program: define the service offering, pricing models, and delivery frameworks for operational consulting
- Deliver structured, high-impact advice to merchants: help brands streamline their operations, unlock growth, and make the most of Bigblue’s operational capabilities
- Create and track performance metrics: define success KPIs including merchant satisfaction, project ROI, and delivery timelines; build tools and processes to monitor and improve them
- Generate and structure company knowledge: turn field experience into scalable insights for internal training, merchant enablement, and product roadmap decisions
- Work hand-in-hand with Sales, Product, Ops, and Customer teams to scope merchant needs and influence product direction
- Handle both repeatable and bespoke projects, from standardized onboarding packages to tailored merchant migrations
- Make Professional Services a profitable growth engine: design revenue models, forecast team utilization, and ensure strong project economics while delivering value to merchants
Requirements
- 5+ years of experience in consulting, professional services, or implementation at a high-growth scale-up, logistics player, eCom or SaaS company
- Customer-obsessed with a strong sense of ownership and ability to turn complex needs into actionable plans
- Ability to balance execution, people management, and financial performance
- Proven builder comfortable designing and scaling processes from scratch
- Thrive in cross-functional environments collaborating across product, ops, tech, and commercial teams
- Both strategic and hands-on; comfortable driving roadmap and performing hands-on project work
- Fluent in English; ideally French or Spanish
