Senior Director, Customer & Trust Operations

Responsibilities

• Build Suno's customer and trust operations function from the ground up, defining world-class standards for an AI-native music company
• Redesign support to be AI-native and customer-first by managing the mix of vendors, internal channels, and automation
• Define and build Trust & Safety operations, covering fraud, identity, and billing in partnership with product, engineering, and legal teams
• Own the feedback loop between customers and product to ensure user insights and friction points inform the product roadmap
• Build and grow community presence across platforms like Reddit and Discord as both a care function and a growth lever
• Maintain a best-in-class Knowledge Base to scale self-service capabilities

Requirements

• 12+ years of experience in operations, strategy, or customer-facing functions
• Background in a consulting or strategy firm (e.g., Accenture, McKinsey, Kearney)
• Proven experience as a 0-to-1 operations builder in support, T&S, or customer operations
• Strong analytical skills with a data-driven approach to SLAs and reporting frameworks
• Experience with AI-native or AI-augmented support tooling and workflow design
• Proven track record of vendor and BPO management at scale
• Ability to work cross-functionally with product, engineering, and legal departments

Preferred Qualifications

• Experience formally running a support organization
• Background in consumer technology, UGC, creator, or music/entertainment platforms
• Experience scaling community engagement as a growth channel
• Experience with platform responsibility or policy-adjacent operations

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 plus Unlimited PTO & Sick Time
• 16 Weeks of Paid Parental Leave
• Creative Education Stipend and Generous Commuter Allowance
• In-Office Lunch provided 5 days per week

About the Company

Suno is building the world's first creative entertainment platform, enabling anyone to experience the joy of making music. As the leader in AI music and one of the fastest-growing consumer entertainment companies, Suno is backed by top investors including Menlo Ventures, Lightspeed Venture Partners, and NVIDIA.