sona - Customer Operations Manager
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Requirements
• 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 • Background in strategy or management consulting (e.g. MBB or boutique firms) with structured thinking and the ability to context-switch across problem types • Previous experience in a generalist or operations role at a high-growth SaaS scaleup • Hands-on experience with customer platforms such as CRM, CS tools, or ticketing systems • Exposure to implementation or professional services operations
Responsibilities
• It's a hugely exciting time to be joining the team as we're still small enough that you'll have a significant impact on the company's growth trajectory and culture, yet large enough to have a great structure, experienced leaders and world-class benefits in place. More on working at Sona here. • 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
Benefits
• Salary: £80,000 - £95,000 dependent on experience • Hybrid working: 3+ days per week in the London office • Share options • 35 days annual leave (25 days standard plus 10 flexible public holiday days) • Extra day of leave for every year of service • Pension contributions matched up to 5% • Comprehensive health insurance • Enhanced parental leave & pay • Bi-annual all expenses paid team retreats • The latest Macbook and equipment budget for your home office • Professional development budget • Unlimited free books • Note: this represents a typical benefits package for a UK-based, full-time employee. Exact details may vary based on location and employment type but we try to be as fair as possible to all of our team members. Please ask your contact in the Talent team to clarify the available benefits for you.
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