Trust & Safety Operations Manager

Written by the T&S Network from Suno's posting.

Runs the human review floor for Suno's AI music platform: daily enforcement queues, vendor and BPO reviewer capacity, and the quality and calibration program that keeps decisions measurable. Sits alongside an enforcement system that blends automated decisioning with human judgment. Works with Product, Engineering, Legal, Comms and Operations.

What you'd do

• Run daily enforcement operations, watching queue health, latency, SLA attainment and escalations across all content categories.
• Hold outside review vendors to account on forecasting, quality, contract terms and their sites.
• Build and run the training, QA and calibration program that tracks decision quality over time.
• Plan reviewer capacity against rapid volume growth, weighing headcount, vendor spend and automation.
• Specify what reviewer tools need and push Engineering to build them.
• Help run wellness and resilience supports for staff on the hardest review queues.

What it asks for

• 5+ years in Trust & Safety, content moderation or CX operations.
• Two or more years leading reviewers or vendor teams day to day.
• You can speak specifically to numbers like SLA hit rate, queue wait time, QA scores, cost per decision and reviewer utilization.
• Track record running vendor or BPO work where you answer for results, not just the relationship.
• Operating experience with ML-assisted enforcement, such as queue routing on model scores or human-in-the-loop workflows (preferred).
• Reviewer wellness and resilience program experience (preferred).

Worth knowing

• Oversees vendor and BPO reviewer teams who handle the platform's hardest content.

Terms in this role

BPO.

Business process outsourcing: a vendor that runs work such as content review for client platforms.

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Sunonorth_east before you apply. If we got something wrong, report this listing.