Sales Operations Manager

Sonic Incytes•Vancouver, BC

10d•Hybrid

About The Position

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. 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.

Requirements

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

Nice To Haves

Experience in medical devices or healthcare industry is preferred.
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

Responsibilities

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
Oversee end-to-end order processing
Ensure accuracy, timeliness, and customer satisfaction
Resolve escalated issues with cross-functional teams
Partner with Sales, Finance, Accounting, and Manufacturing
Optimize quoting, CRM workflows, forecasting, and lead management
Align with Fulfillment on delivery and backlog
Manage ERP and CRM systems
Develop dashboards and reporting
Conduct audits and drive process improvements
Oversee RMA processes
Ensure compliance with controls and policies
Support strategic initiatives
Collaborate with Sales, Finance, Operations, and leadership teams
Drive scalability and operational efficiency