# Senior Director, Customer & Trust Operations

**Company:** [Suno](https://hotfix.jobs/companies/suno)
**Location:** New York, NY, Boston, MA, San Francisco, CA
**Role:** Business Operations
**Salary:** $239k – $270k/yr
**Experience:** 12+ years
**Skills:** Ai-Native Support Tooling, Ai-Augmented Support Tooling, Vendor Management, Bpo Management, Sla Reporting, Data Analysis, Fraud Detection, Identity Management, Billing Operations
**Posted:** 2026-06-01

> Suno is seeking a Senior Director of Customer & Trust Operations to build and lead support, trust & safety, knowledge base, and community functions, focusing on AI-native solutions and customer feedback integration.

## Job Description

## 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)

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