Trust & Safety Operations Lead

Suno; New York (NY); On-site; USD 128,000 - 168,000; Full time

Benefits offered by this job

Company Equity Package

401(k) with 3% Employer Match & Roth 0

Medical, Dental, & Vision Insurance (P

11 Paid Holidays + Unlimited PTO & S

16 Weeks of Paid Parental Leave

Creative Education Stipend

Generous Commuter Allowance

In-Office Lunch (5 days per week)

Job summary

Suno is seeking a Trust & Safety Operations leader in New York to own the operating floor, review queues, vendor capacity, quality programs, SLAs, and escalation workflows. The role blends automated decisioning with human judgment, reporting to the Trust & Safety lead and collaborating with Product, Eng, Legal, Comms, and the broader Operations team.

You will drive capacity planning, build QA and calibration programs, and define reviewer tooling with Engineering, while supporting reviewer

Qualifications

• 5+ years in Trust & Safety, content moderation, or CX operations.
• 2+ years directly managing reviewers or vendor teams.
• Ownership of operational metrics: SLA attainment, queue latency, QA scores, cost per decision.

Responsibilities

• Run day-to-day enforcement operations: queue health, latency, SLA attainment and escalation handling across all content categories.
• Own vendor and BPO performance: capacity forecasting, quality enforcement, contract performance and site management.
• Build and run the training, QA, and calibration program that keeps decision quality measurable and improving.
• Manage capacity planning against rapid volume growth, including headcount, vendor spend, and automation.
• Define tooling requirements for reviewer workflows and partner with Engineering to ship them.
• Support reviewer wellness and resilience programs for the teams doing the hardest work on the platform.

Skills

Trust & Safety

Content Moderation

CX Operations

Vendor Management

QA & Calibration

Job description

Suno is seeking a Trust & Safety Operations leader in New York to own the operating floor, review queues, vendor capacity, quality programs, SLAs, and escalation workflows. The role blends automated decisioning with human judgment, reporting to the Trust & Safety lead and collaborating with Product, Eng, Legal, Comms, and the broader Operations team.

You will drive capacity planning, build QA and calibration programs, and define reviewer tooling with Engineering, while supporting reviewer