Trust & Safety Operations Manager

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 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.

Preferred

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

About 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.

Listen to the song we made about the role https://suno.com/s/bWZ30M98bvirsCPq

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

Reviewer wellness and resilience program exposure.

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.