Customer Operations Manager, Sona

• Strong operational and analytical background - you're comfortable building reporting frameworks, owning data quality, and using insight to drive decisions
• High AI proficiency - you actively use AI tools in your work and are curious about how they can improve operations and workflows
• Experience working cross-functionally across multiple teams, ideally in a customer, post-sales, or professional services environment
• Proven ability to introduce new processes or ways of working into teams that didn't have them before - you've done change management, not just process execution
• Complex problem-solving skills - you can take ambiguous, multi-stakeholder challenges and break them down into actionable plans
• Clear, confident communicator who can work with senior stakeholders and translate between strategic priorities and operational delivery
• Comfortable in a high-growth environment where you're building structure, not inheriting it

Desirable

• Sona's Customer team is one of the largest in the business - 40+ people across Implementation, Support, Success and Payroll - but it has no dedicated operations function. This is a new hire, and the first of its kind at Sona
• You'll sit across all four customer-facing teams, building the operational backbone they need to scale: standardised processes, accurate reporting and data infrastructure, resource planning frameworks, and tooling ownership
• You'll work directly with the VP Customer and team Directors to turn operational gaps into structured, repeatable ways of working
• This isn't an optimisation role. There's no predecessor, no established playbook, and no existing ops processes to inherit
• You'll be building from scratch - defining what good looks like, earning trust across teams that haven't had a dedicated ops partner before, and driving cross-functional projects that customer-facing staff can't prioritise alongside their day-to-day
• You'll also collaborate closely with other teams across Sona including Sales, Product and Finance to ensure smooth information flows between functions. If you're energised by ambiguity, thrive on building structure where none exist, and want to have a measurable impact on how a high-growth team operates - this is the role
• Build and own the reporting and data layer for the Customer team, giving leaders accurate, actionable insight into team performance and customer health
• Design and implement standardised processes across teams
• Own and develop customer tooling, ensuring it's properly configured, adopted, and driving value
• Develop resource planning and capacity frameworks
• Own the Customer team revenue forecast by tracking customer launch timelines with Project Managers and converting them into accurate subscription invoicing schedules
• Work with Product Ops and other cross-functional partners to ensure clean handovers and information flow between teams
• Drive change management across multiple teams, introducing new ways of working and building buy-in from senior stakeholders
• Communicate updates and drive alignment across the wider Customer team