Sonos Appoints Tom Conrad as Interim CEO Amid Customer Frustrations

SANTA BARBARA, Calif. — Tom Conrad, a veteran tech executive and Sonos board member since 2017, has been named interim CEO of the audio company, stepping in to address mounting customer frustrations and operational challenges. Conrad, who previously served as CEO of Zero Longevity Science, announced his appointment in a letter to employees on Jan. 13, 2025, emphasizing his commitment to restoring Sonos’ reputation for innovation and customer satisfaction.

Conrad’s appointment follows a tumultuous year for Sonos, marked by widespread complaints about its new app, which has been plagued by technical issues. Customers have reported problems ranging from failed alarms to malfunctioning surround sound systems. In his letter, Conrad acknowledged these shortcomings, stating, “I think we’ll all agree that this year we’ve let far too many people down.”

Conrad, who has relocated to Santa Barbara, where Sonos is headquartered, vowed to prioritize improving the core customer experience. “There’s a tremendous amount of work in front of us, including what I’m sure will be some very challenging moments, decisions, and trade-offs,” he wrote. “But I’m energized by the passion I see all around me for doing right by our customers and getting back to the innovation that is at the heart of Sonos’ incredible history.”

Sonos board chair Julius Genachowski praised Conrad’s leadership, noting his decision to leave Zero Longevity Science to focus entirely on Sonos. “Tom’s mandate is to improve the Sonos core experience for our customers, while optimizing our business to drive innovation and financial performance,” Genachowski said in a separate letter to employees.

Conrad, who joined Sonos’ board in 2017, has a deep connection to the brand. In his letter, he recounted his early days with the company, including the 2007 launch of Pandora integration for Sonos. “For nearly two decades, I’ve listened to music throughout my home on Sonos every day,” he wrote. “I know as well as anyone the incredible power of what we can do.”

Despite his interim title, Conrad signaled his intention to make a lasting impact. “This is not a time for Sonos to be stuck in limbo,” he wrote. “I’m here to move us forward.” He plans to meet with employees across the company’s offices, starting with a town hall meeting the following day.

Conrad’s leadership comes at a critical juncture for Sonos, which has faced increasing competition in the smart speaker market. While the company has released well-received products like the Arc Ultra soundbar and Ace headphones, customer dissatisfaction with the app has overshadowed these successes. Conrad’s challenge will be to address these issues while positioning Sonos for future growth.

In his letter, Conrad also hinted at broader ambitions for the company, suggesting that Sonos could expand beyond its current focus on home audio. “What really gets me up in the morning is the idea that we can expand the Sonos platform well beyond ‘out loud audio at home,’” he wrote.

As Sonos embarks on this new chapter, Conrad’s leadership will be closely watched by both employees and customers. His ability to navigate the company through its current challenges while reigniting its innovative spirit will determine whether his interim role becomes a permanent one.