Suno — Senior Director, Customer Experience & Safety Operations

job posting·professional role·active

Official active full-time posting for Senior Director, Customer Experience & Safety Operations at Suno, located in NYC; Boston; San Francisco.

Recorded facts

Official site	https://jobs.ashbyhq.com/suno/3a1a46e5-7aaa-4597-b614-a5331a1e90f4 ↗
Geography	United States
job board posting id	3a1a46e5-7aaa-4597-b614-a5331a1e90f4
team	Operations
location	NYC; Boston; San Francisco
seniority	leadership
department	Operations
exact title	Senior Director, Customer Experience & Safety Operations
role family	finance_and_operations
closing date	unknown
compensation	raw: $239K – $270K · period: year · maximum: 270000 · minimum: 239000 · currency: USD · disclosed: true · parse state: parsed
posting date	2026-06-01
employer name	Suno
posting status	active
workplace type	on-site
employment type	full-time
required skills	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
selection basis	official_current_board_freshness_or_domain_critical_role
employer subtype	generative_music_company
preferred skills	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)
responsibilities	Check out the Suno version of this role here: https://suno.com/s/iDzbw3gRhhKTJXSx; 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
work authorization	Applicants must be eligible to work in the US.
education requirements	unknown