About this role
Managing review queues, vendor capacity, quality programs, SLAs, and escalation workflows forms the core of daily operations for this position. Suno seeks an operational leader to take charge of the Trust & Safety floor, ensuring that the blend of automated decisioning and human judgment runs smoothly, efficiently, and cost-effectively. Reporting directly to the Trust & Safety lead, the person in this role will collaborate closely with Product, Engineering, Legal, Communications, and Operations teams to build scalable review systems.
Ideal candidates bring a strong background in managing vendor performance, capacity planning, and reviewer wellness programs while handling rapid volume growth. Someone who thrives in a fast-paced environment with a small team focused on quality will find this opportunity particularly rewarding. This role suits a professional who can balance technical tool requirements with human-centric support for teams managing complex content categories.
What you will do
- Manage daily enforcement operations by monitoring queue health, latency, service level agreements, and escalation handling across all content categories.
- Oversee vendor and business process outsourcing performance through capacity forecasting, quality enforcement, contract performance tracking, and site management.
- Develop and execute training, quality assurance, and calibration programs to ensure decision quality remains measurable and continuously improves.
- Forecast capacity needs against rapid volume growth by evaluating the tradeoffs between headcount, vendor spending, and automation.
- Translate reviewer workflow requirements into tool specifications and collaborate with engineering teams to ship them.
- Implement and support reviewer wellness and resilience programs designed for teams handling difficult platform content.
What you need
- Accumulate at least 5 years of experience working in trust and safety, content moderation, or customer experience operations.
- Possess a minimum of 2 years of direct experience managing reviewer staff or external vendor teams.
- Demonstrate ownership of concrete operational metrics such as service level agreement attainment, queue latency, quality assurance scores, cost per decision, and reviewer utilization.
- Demonstrate hands-on vendor or business process outsourcing management experience that involves true performance accountability.
- Show documented experience building or operating quality assurance and calibration programs that yield measurable decision quality outcomes.
Nice to have
- Operating experience alongside machine learning-assisted enforcement, including queue routing on model scores and human-in-the-loop workflows.
- Exposure to reviewer wellness and resilience program development.
- Background working with user-generated content or generative artificial intelligence platforms.
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
Skills and tech stack
Questions candidates ask
What is the salary range for the Trust & Safety Operations Manager role?
The salary for this position ranges from $128K to $168K. A company equity package is also included.
Who will this person report to within the organization?
The Trust & Safety Operations Manager will report directly to the Trust and Safety lead. This person will also work closely with Product, Engineering, Legal, Communications, and the broader Operations team.
What kind of background is required for this position?
Candidates need five or more years of experience in trust and safety, content moderation, or customer experience operations. This must include at least two years of directly managing reviewers or vendor teams.