Senior Director, Customer Experience & Safety Operations

Customer Experience & Safety Operations Leader

Suno is looking for its first leader of Customer Experience & Safety Operations — a builder and operator who will spearhead our Support and Community teams and lead the operational functions that support our Trust and Safety organization. You'll sit at the intersection of our customers and the product and engineering teams who build for them, turning customer signals into action and setting the standard for how Suno earns and keeps the trust of millions of creators.

Lead Customer Experience at Suno, setting the standard for how we show up for our users at every touchpoint.

Lead and grow a world class team and define what world-class looks like at an AI-native music company

Ensure that our Customer Experience organization is AI-native and customer-first, standing up the right mix of vendors, internal channels, and automation at scale

Own the feedback loop between customers and product — ensuring bugs, friction, and user insights consistently inform the roadmap

Build and grow community across Reddit, Discord, and beyond as both are a core function and an organic growth lever

Maintain a best-in-class Knowledge Base that scales self-service as the platform grows

Define what Trust & Safety operations means at Suno and build it from the ground up while working in close partnership with product, engineering, and legal

Ensure that our operational response to user reports, appeals, and legal requests is managed responsibly and effectively

Manage ground truthing and data annotation efforts in support of our internal Trust and Safety workflows

Must-Haves

12+ years in operations, strategy, or customer-facing functions

Proven 0-to-1 ops builder — support, T&S, or customer operations built from scratch

Analytically strong and data-driven — SLAs, reporting frameworks, operational decisions

Experience with AI-native or AI-augmented support tooling and workflow design

Consumer technology, UGC, creator, or music/entertainment platform experience

Cross-functional operator — has worked across product, engineering, and legal to translate customer signal into action

Vendor and BPO management at scale

Nice-to-Haves

Experience formally running a support organization

Experience scaling community as a growth channel

Platform responsibility or policy-adjacent operations experience

Consulting or strategy firm background (Accenture, McKinsey, Kearney, or similar)

Work Location Policy

This role is expected to work from the designated Suno office 5 days a week, per Suno's company policy. Full-time employees will receive competitive equity packages, and comprehensive benefits. The actual base salary offered may vary depending on location, skills, qualifications, and experience.

Additional Notes

Applicants must be eligible to work in the US.

Willingness to travel (up to 10%) to collaborate with team members across Suno office locations.

Compensation

The annual salary range for this role is $239K – $270K + target equity + benefits (including medical, dental, vision, and 401k)

Perks & Benefits for Full-Time Employees

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)

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.