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Sonos CEO Steps Down: Leadership Shakeup Amid App Controversy and Customer Concerns

Sonos CEO Steps Down: Leadership Shakeup Amid App Controversy and Customer Concerns

Sonos CEO Patrick Spence Steps Down Amid App Controversy

In a surprising turn of events, Sonos announced today that CEO Patrick Spence has resigned, effective immediately. The company’s board of directors has appointed Tom Conrad, a current board member, as interim CEO while a search for a permanent replacement is conducted.

The resignation comes after eight months of turmoil for the audio technology company, sparked by the release of a new app in May that was plagued with bugs and missing crucial features. The app’s launch led to widespread customer dissatisfaction, resulting in layoffs, declining employee morale, and a public apology tour by Spence.

The controversy surrounding the app release also negatively impacted the launch of Sonos’ Ace headphones, with the company’s online forums and subreddit flooded with negative sentiment. In October, Sonos outlined a plan to address the situation, which included strengthening product development processes and increasing transparency. The company also hired a crisis management PR firm to help navigate the fallout.

Despite these efforts, the Sonos board and Spence concluded that more drastic action was necessary. No other immediate changes in leadership roles have been announced, despite internal criticism of the company’s handling of the app debacle.

Sonos remains committed to the new app, continuing to release bug fixes and feature additions. However, persistent complaints about app functionality continue to plague the company.

Spence, who joined Sonos in 2012 and later became CEO, led the company through successful product launches and its initial public offering. However, his failure to promptly address the app issues significantly damaged his reputation. He will stay in an advisory capacity until June 30th and will receive a severance package.

Interim CEO Tom Conrad, with a background that includes roles at Pandora, Snapchat, and Quibi, will lead efforts to regain employee and consumer trust. Conrad, along with Nick Millington, has been spearheading the app improvement efforts.

Despite the leadership shakeup, Sonos continues to move forward with its product development pipeline. Industry rumors suggest that a streaming video player may be the company’s next major product release.

As Sonos navigates this challenging period, all eyes will be on Conrad and the board’s search for a new CEO to continue building on the company’s legacy in the competitive audio technology market.