Trust & Safety Operations Leader

Suno; San Francisco (CA); On-site; USD 128,000 - 168,000; Full time

Benefits offered by this job

Company Equity Package

401(k) with employer match

Medical, Dental, Vision Insurance

Paid holidays, unlimited PTO

Parental leave 16 weeks

Education stipend

Commuter allowance

In-office lunch

Job summary

Suno is seeking a Trust & Safety Operations lead in San Francisco to manage the floor of enforcement, review queues, SLA adherence, and escalation workflows. You will partner with Product, Eng, Legal, and the broader Operations team to keep the system fast, accurate, and scalable.

The role demands 5+ years in Trust & Safety or CX ops, 2+ years managing reviewers or vendors, and a track record of improving metrics like SLA attainment and QA scores.

Qualifications

• 5+ years in Trust & Safety, content moderation, or CX operations.
• 2+ years directly managing reviewers or vendor teams.
• Proven ability to improve SLA attainment, queue latency, and QA scores.

Responsibilities

• Run day-to-day enforcement operations across content categories.
• Own vendor and BPO performance including capacity forecasting.
• Build and run QA and calibration programs to improve decision quality.
• Manage capacity planning amid rapid volume growth and cost tradeoffs.
• Define reviewer tooling needs and partner with Engineering.
• Support reviewer wellness and resilience programs.

Skills

Operational metrics

Vendor management

QA calibration program

People leadership

Job description

Suno is seeking a Trust & Safety Operations lead in San Francisco to manage the floor of enforcement, review queues, SLA adherence, and escalation workflows. You will partner with Product, Eng, Legal, and the broader Operations team to keep the system fast, accurate, and scalable.

The role demands 5+ years in Trust & Safety or CX ops, 2+ years managing reviewers or vendors, and a track record of improving metrics like SLA attainment and QA scores.