Trust & Safety Operations Manager at Suno in San Francisco

Job description

• Application
• 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.

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.

Requirements

• 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.
• 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.

Skills

Required

• Trust & Safety operations
• Content moderation
• CX operations
• Vendor/BPO management
• QA and calibration program management

Preferred

• ML-assisted enforcement
• Human-in-the-loop workflows
• Reviewer wellness programs
• UGC or generative AI platform experience

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)
• $128K -$168K