Senior Director, Customer Experience & Safety Operations

ABOUT SUNO We're building the world's first creative entertainment platform, where the entire world can feel the joy and fulfilment of making music. Music is for everyone: Our users include everyone from grandmothers creating songs for their loved ones, to Grammy winners using Suno Studio, our power tool, to make the most popular hits in the world. Building the future of entertainment requires ambition. The pace is fast, the problems are hard, and the work demands ownership and intensity. For the right people, it’s incredibly rewarding: a chance to shape a new medium, work with a small team that cares deeply about quality, make music, drink too much coffee, and build something that millions of people use to express themselves in ways that were never before possible. Suno is the fastest growing consumer entertainment company and the leader in AI music. We are backed by leading investors including Menlo Ventures, Lightspeed Venture Partners, Matrix Partners, NVentures (venture arm of NVIDIA). ABOUT THE ROLE 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. Check out the Suno version of this role here! https://suno.com/s/iDzbw3gRhhKTJXSx WHAT YOU'LL DO - 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 WHAT YOU'LL NEED 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. 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.