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Sales Operations Manager

Location

North America, Vancouver HQ, preferred in office, (hybrid if not in Vancouver)

Reports to

Chief Commercial Officer (CCO)

About Sonic Incytes

Sonic Incytes is a medical device company focused on transforming liver disease diagnosis through non-invasive, AI-guided ultrasound technology. Our flagship platform, Velacur, is designed to improve the detection and management of metabolic liver disease across clinical settings worldwide.

As Sonic Incytes enters its next phase of commercial scale and international expansion, we are building a high-performing commercial infrastructure to support rapid growth, operational excellence, and a best-in-class customer experience.

Role Summary

The Sales Operations Manager will lead and optimize the operational backbone of Sonic Incytes' commercial organization, with responsibility for order management, CRM and ERP systems, reporting, and customer service execution.

This role ensures efficient commercial execution and a high-quality customer experience.

This is a hands-on role combining collaboration and execution across different functions, systems ownership, and process optimization.

Key Responsibilities

Operational Ownership & Execution

• Own day-to-day execution of order management, CRM, quoting and lead generation tools, and ERP workflows in a hands-on capacity
• Act as the primary point of coordination for order processing, issue resolution, and customer communication
• Identify gaps, bottlenecks, and failure points in current processes and implement immediate, practical fixes
• Establish foundational processes, SOPs, and documentation to support scalability
• Serve as the central escalation point for complex operational and customer issues

Order Management & Customer Experience

• Oversee end-to-end order processing
• Ensure accuracy, timeliness, and customer satisfaction
• Resolve escalated issues with cross-functional teams

Cross-Functional Collaboration

• Partner with Sales, Finance, Accounting, and Manufacturing
• Optimize quoting, CRM workflows, forecasting, and lead management
• Align with Fulfillment on delivery and backlog

Systems, Reporting & Process Optimization

• Manage ERP and CRM systems
• Develop dashboards and reporting
• Conduct audits and drive process improvements

Operational Governance

• Oversee RMA processes
• Ensure compliance with controls and policies
• Support strategic initiatives

Qualifications

• Associate's degree required; Bachelor's degree preferred (or equivalent combination of education and experience).
• 8+ years of relevant experience in sales operations, order management, customer service, or fulfillment operations.
• Experience in medical devices or healthcare industry is preferred.

Core Competencies

• Leadership and team development
• Dynamism, accountability and resiliency
• Attention to detail and process rigor
• Ability to manage complexity
• Strong communication and stakeholder management
• Process improvement mindset

Technical Skills

• ERP systems
• CRM systems (HubSpot, PandaDocs)
• Microsoft suite proficiency particularly with excel

Cross-Functional Leadership

• Collaborate with Sales, Finance, Operations, and leadership teams
• Drive scalability and operational efficiency

Compensation

• Base salary: $80,000-$95,000
• Performance based bonus
• Equity participation

Application Process

Submit resume and statement of interest