Senior Director, Customer & Trust Operations

What You'll Do

• Build Suno's customer and trust operations function from the ground up — defining what world-class looks like at an AI-native music company
• Redesign support to be AI-native and customer-first, standing up the right mix of vendors, internal channels, and automation at scale
• Define what Trust & Safety operations means at Suno and build it — 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 consistently 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

What You'll Need

Must-Haves

• 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

Nice-to-Haves

• 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

Perks & Benefits for Full-Time Employees

• 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)