Trust & Safety Operations Manager

Job summary

Responsibilities

You will own the operating floor of Trust & Safety at Suno: review queues, vendor capacity, quality programs, SLAs, and escalation workflows. Our enforcement system blends automated decisioning with human judgment, and your job is to make the human side of that system fast, accurate, and worth…

• Run day-to-day enforcement operations: queue health, latency, SLA attainment and escalation handling across all content categories.
• Own vendor and BPO performance: capacity forecasting, quality enforcement, contract performance and site management.
• Build and run the training, QA, and calibration program that keeps decision quality measurable and improving.
• Manage capacity planning against rapid volume growth, including the tradeoffs between headcount, vendor spend, and automation.
• Define tooling requirements for reviewer workflows and partner with Engineering to ship them.

What they're looking for

• 5+ years in Trust & Safety, content moderation, or CX operations, including 2+ years directly managing reviewers or vendor teams.
• Ownership of operational metrics you can speak to concretely: SLA attainment, queue latency, QA scores, cost per decision, reviewer utilization.
• Hands-on vendor or BPO management with real performance accountability, not just relationship handling.
• Experience building or running a QA and calibration program with measurable decision-quality outcomes.