Trust & Safety Operations Manager

Suno
San Francisco, New York
Workplace: OnsiteFull timeUSD 128,000 - 168,000 annuallyFunction: Business OperationsExperience: 5+ yearsSkills: ["Ownership","Operational metrics","Vendor management","Training","Quality calibration"]

Own the day-to-day Trust & Safety operating floor by managing reviewer enforcement queues, SLA attainment, escalation workflows, and queue health. Drive vendor/BPO performance through capacity forecasting, quality enforcement, and contract/site performance. Build and run training, QA, and calibration programs to keep decision quality measurable as volume grows. Define reviewer tooling requirements and partner with Engineering, while supporting reviewer wellness and resilience programs.

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FursaFursa
Suno
Suno
14 hours ago

Trust & Safety Operations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own the day-to-day Trust & Safety operating floor by managing reviewer enforcement queues, SLA attainment, escalation workflows, and queue health. Drive vendor/BPO performance through capacity forecasting, quality enforcement, and contract/site performance. Build and run training, QA, and calibration programs to keep decision quality measurable as volume grows. Define reviewer tooling requirements and partner with Engineering, while supporting reviewer wellness and resilience programs.
Location: San Francisco, New York
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Run day-to-day enforcement operations, including queue health, latency, SLA attainment, and escalation handling across all content categories.
  • •Own vendor and BPO performance, including capacity forecasting, quality enforcement, contract performance, and site management.
  • •Build and run training, QA, and calibration programs to keep decision quality measurable and improving.
  • •Manage capacity planning against rapid volume growth, balancing headcount, vendor spend, and automation.
  • •Define tooling requirements for reviewer workflows and partner with Engineering to ship them.

Pay and Benefits

Salary: USD 128,000 - 168,000 annually
Perks:Health InsuranceDentalVision401kPaid LeavePaid HolidaysParental LeaveLearning BudgetCommuter Benefits

Key Requirements

  • •5+ years in Trust & Safety, content moderation, or CX operations, including 2+ years directly managing reviewers or vendor teams.
  • •Own operational metrics such as SLA attainment, queue latency, QA scores, cost per decision, and reviewer utilization.
  • •Hands-on vendor or BPO management with performance accountability.
  • •Build or run a QA and calibration program with measurable decision-quality outcomes.
Experience:5+ yearsContent moderationCX operationsTrust & Safety
Skills:OwnershipOperational metricsVendor managementTrainingQuality calibration

Company Brief

Suno
Develops AI-driven music generation tools that enable users to create original songs, instrumentals, and audio content from text prompts or melodies using generative models and creative workflows for musicians and creators.
Industry: Music Industry
Company Size: Small (11 to 50 employees)
Growth: Early Stage Startup
Founded: 2023
Website