Customer Operations Manager

Sona Technologies Inc.

Job Overview

Location

Hybrid - London Office

Job Type

Full-time

Full Job Description

📋 Description

• As the inaugural Customer Operations Manager at Sona Technologies, you will establish the operational foundation for a rapidly scaling customer-facing organization of 40+ professionals across Implementation, Support, Success, and Payroll, directly enabling the company’s mission to transform frontline workforce management for 3 billion global workers through AI-native solutions.
• You will design and implement standardized processes, reporting frameworks, and data infrastructure from scratch—turning ambiguity into structured, repeatable ways of working while collaborating with VP Customer, team Directors, Sales, Product, and Finance to ensure seamless cross-functional alignment and measurable impact on team performance and customer health.
• Sona Technologies is a high-growth, VC-backed scaleup with over $100M in funding from investors including Felicis, Northzone, and Gradient Ventures (Google), serving over 100k frontline workers globally and growing to 140+ employees, offering a unique opportunity to shape culture and operations in a company that blends startup agility with enterprise-grade structure and benefits.
• You will gain end-to-end ownership of customer team operations, including revenue forecasting, resource planning, tooling optimization, and change management, developing strategic influence and operational expertise that will accelerate your career in high-impact operations roles within the SaaS and workforce technology sectors.
• Your day-to-day will involve building and owning the reporting and data layer for the Customer team to deliver accurate, actionable insights on performance and customer health; designing and implementing standardized processes across Implementation, Support, Success, and Payroll teams; owning and developing customer tooling to ensure proper configuration, adoption, and value realization; developing resource planning and capacity frameworks to align team bandwidth with demand; owning the Customer team revenue forecast by tracking launch timelines with Project Managers and converting them into precise subscription invoicing schedules; collaborating with Product Ops and cross-functional partners to ensure clean handovers and information flow between Sales, Product, and Finance; driving change management initiatives to introduce new ways of working and secure buy-in from senior stakeholders across multiple teams; and communicating updates and driving alignment across the wider Customer team through clear, consistent messaging and stakeholder engagement.

🎯 Requirements

• Strong operational and analytical background with proven experience building reporting frameworks, owning data quality, and using data-driven insights to inform decisions and improve team performance.
• High proficiency in AI tools, including active use in daily work and a demonstrated curiosity about how AI can enhance operational efficiency and workflow automation.
• Experience working cross-functionally in customer-facing, post-sales, or professional services environments, with ability to collaborate effectively across diverse teams and stakeholder groups.
• Proven track record of introducing new processes or ways of working into teams lacking formal operations support, including successful change management initiatives that drive adoption and sustained improvement.
• Exceptional complex problem-solving skills, capable of breaking down ambiguous, multi-stakeholder challenges into clear, actionable plans with measurable outcomes.
• Clear, confident communication style suited for engaging senior stakeholders, translating strategic priorities into operational delivery, and fostering alignment across teams.
• Comfort and effectiveness in high-growth, ambiguous environments where you are building structure from scratch rather than inheriting established processes.

🏖️ Benefits

• Competitive salary range of £80,000–£95,000, dependent on experience and qualifications.
• Hybrid working model requiring 3+ days per week in the London office, balancing in-person collaboration with flexibility.
• Equity participation through share options, offering long-term ownership in the company’s growth.
• Generous annual leave of 35 days (25 standard days plus 10 flexible public holiday days), with an additional day of leave accrued for each year of service.
• Employer-matched pension contributions up to 5% of salary, supporting long-term financial security.
• Comprehensive health insurance coverage for employees and dependents.
• Enhanced parental leave and pay policies to support work-life balance during major life events.
• Bi-annual, all-expenses-paid team retreats to foster connection, culture, and team cohesion.
• Provision of the latest MacBook and a home office equipment budget to ensure optimal remote and hybrid work setup.
• Dedicated professional development budget for courses, certifications, and skill-building opportunities.
• Unlimited free access to books to support continuous learning and personal development.

Skills & Technologies

Hybrid

£80k-95k

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Sona Technologies Inc.

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About Sona Technologies Inc.

Sona Technologies provides a cloud-based workforce management platform designed for frontline employees. The software handles scheduling, time and attendance, absence management, and real-time staffing analytics through mobile and web interfaces. It integrates with existing HR and payroll systems, supports compliance with labor regulations, and offers demand forecasting tools. Founded in London in 2020, the company serves retail, hospitality, healthcare, and logistics sectors across the United Kingdom and Europe.

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