About the RoleSuno is looking for its first Sr. Director of Customer & Trust Operations - a builder and operator who will own Support, Trust & Safety Operations, Knowledge Base, and Community. You'll sit at the intersection of our customers and the product and engineering teams who build for them, turning customer signal 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!
What You'll Do- Build Suno's customer and trust operations function from the ground up - defining what world-class looks like at an AI-native music company
- Redesign support to be AI-native and customer-first, standing up the right mix of vendors, internal channels, and automation at scale
- Define what Trust & Safety operations means at Suno and build it - covering fraud, identity, and billing in partnership with product, engineering, and legal
- 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 a care function and an organic growth lever
- Maintain a best-in-class Knowledge Base that scales self-service as the platform grows
What You'll NeedMust-Haves- 12+ years in operations, strategy, or customer-facing functions
- Consulting or strategy firm background (Accenture, McKinsey, Kearney, or similar)
- 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
- 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
- Consumer technology, UGC, creator, or music/entertainment platform experience
- Experience scaling community as a growth channel
- Platform responsibility or policy-adjacent operations experience
Work Location PolicyThis 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)
