Trust & Safety Operations Manager

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

Benefits offered by this job

Equity

401(k) with employer match

Health, dental, vision insurance

Paid holidays and unlimited PTO

Parental leave

Education stipend

Commuter allowance

In-office lunch

Job summary

Suno is seeking a seasoned Trust & Safety Operations leader to own the operating floor, oversee review queues, vendor capacity, quality programs, SLAs, and escalation workflows. You will blend automated decisions with human judgment and collaborate with Product, Eng, Legal, Comms, and the broader Operations team.

You will drive capacity planning, set operational metrics, and build QA/calibration processes to ensure high decision quality while balancing costs and automation as the platform grows.

Qualifications

• 5+ years in Trust & Safety, content moderation, or CX operations, including 2+ years directly managing reviewers or vendor teams.

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

Vendor management

QA calibration

SLA metrics

Job description

About Suno

We're building the world's first creative entertainment platform, where the entire world can feel the joy and fulfillment of making music. Music is for everyone: Our users include everyone from grandmothers creating songs for their loved ones, to Grammy winners using Suno Studio, our power tool, to make the most popular hits in the world.

Building the future of entertainment requires ambition. The pace is fast, the problems are hard, and the work demands ownership and intensity. For the right people, it’s incredibly rewarding: a chance to shape a new medium, work with a small team that cares deeply about quality, make music, drink too much coffee, and build something that millions of people use to express themselves in ways that were never before possible.

Suno is the fastest growing consumer entertainment company and the leader in AI music. We are backed by leading investors including Bond Capital, Menlo Ventures, Lightspeed Venture Partners, IVP, Forerunner, Union Square Ventures, Alkeon, Quiet, Matrix Partners, Schroders Capital and, NVentures (venture arm of NVIDIA).

Listen to the Suno version of this role! https://suno.com/s/bWZ30M98bvirsCPq

The role

You will own the operating floor of Trust & Safety at Suno: review queues, vendor capacity, quality programs, SLAs, and escalation workflows. Our enforcement system blends automated decisioning with human judgment, and your job is to make the human side of that system fast, accurate, and worth every dollar it costs. You will report to our Trust & Safety lead and work closely with Product, Eng, Legal, Comms, and the broader Operations team.

What you'll do

• 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 the tradeoffs between 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.

What you'll bring

• 5+ years in Trust & Safety, content moderation, or CX operations, including 2+ years directly managing reviewers or vendor teams.
• Ownership of operational metrics you can speak to concretely: SLA attainment, queue latency, QA scores, cost per decision, reviewer utilization.
• Hands-on vendor or BPO management with real performance accountability, not just relationship handling.
• Experience building or running a QA and calibration program with measurable decision-quality outcomes.

Nice to have

• Operating experience alongside ML-assisted enforcement: queue routing on model scores, human-in-the-loop workflows.
• Reviewer wellness and resilience program exposure.
• UGC or generative AI platform background.

Perks & Benefits

• Company Equity Package
• 401(k) with 3% Employer Match & Roth 401(k)
• Medical, Dental, & Vision Insurance (PPO w/ HSA & FSA options)
• 11 Paid Holidays + Unlimited PTO & Sick Time
• 16 Weeks of Paid Parental Leave
• Creative Education Stipend
• Generous Commuter Allowance
• In-Office Lunch (5 days per week)

Compensation and benefits

$128K -$168K

Suno is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the Massachusetts Fair Chance in Employment Act, NYC Fair Chance Act, LA City Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.