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About the Role

Suno is seeking its first Sr. Director of Customer & Trust Operations to lead Support, Trust & Safety Operations, Knowledge Base, and Community. This role will bridge customer feedback with product and engineering teams, establishing trust standards for millions of creators.

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, implementing the right mix of vendors, internal channels, and automation at scale.
• Define and build Trust & Safety operations, 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 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.

Requirements

• 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.
• 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.
• Must be eligible to work in the US.
• Willingness to travel up to 10% to collaborate with team members across Suno office locations.

Location

• Onsite

Work Type

• Full-time

Experience Level

• 12+ years

Benefits

• Competitive equity packages
• Comprehensive 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 + Unlimited PTO & Sick Time
• 16 Weeks of Paid Parental Leave
• Creative Education Stipend
• Generous Commuter Allowance
• In-Office Lunch (5 days per week)

About the Company

• We're building the world's first creative entertainment platform, where the entire world can feel the joy and fulfilment of making music.
• Music is for everyone: Our users include everyone from grandmothers creating songs for their loved ones, to Grammy winners using Suno Studio, our power tool, to make the most popular hits in the world.
• Building the future of entertainment requires ambition. The pace is fast, the problems are hard, and the work demands ownership and intensity.
• For the right people, it’s incredibly rewarding: a chance to shape a new medium, work with a small team that cares deeply about quality, make music, drink too much coffee, and build something that millions of people use to express themselves in ways that were never before possible.
• Suno is the fastest growing consumer entertainment company and the leader in AI music.
• We are backed by leading investors including Menlo Ventures, Lightspeed Venture Partners, Matrix Partners, NVentures (venture arm of NVIDIA).

Equal Opportunity

• Suno is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances.
• We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the Massachusetts Fair Chance in Employment Act, NYC Fair Chance Act, LA City Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.