Trust & Safety Operations Analyst

What you'll do

• Be the day-to-day point of contact for our BPO partner. Run the operating cadence with our content moderation vendor — regular syncs, weekly business reviews, training rollouts, SLA tracking, and quality calibration.
• Help streamline the playbooks. Work closely with T&S Product and Legal to streamline the end-to-end review workflows for DMCA, in-app content reports, and other escalations. Capture decision criteria, escalation paths, and review SLAs for each.
• Define operational SLAs and surface problems early. Build and maintain the reporting framework to track performance around key SLAs for each workstream under your purview.
• Translate Legal and Product requirements into operations. Sit between Legal, Product, and the BPO analysts. Take new policy or product changes and make sure they actually show up in BPO training, queue routing, and reviewer guidance.
• Run quality calibration and ongoing quality control. Audit samples, run calibration sessions with the BPO, and close the loop on false positives and false negatives - both during training and once new workstreams are operationalized.
• Support manual data review programs. Operationalize the ongoing manual review work that calibrates Suno's automated detection systems - helping our ML and T&S engineering teams get the ground truth data they need.
• Help coordinate incident response. When a high-urgency content issue surfaces, help drive the cross-functional response and update playbooks afterward.
• Build the metrics. Stand up the dashboards and weekly reporting that give leadership a clear read on T&S operational health.

What we're looking for

• 5+ years in operations, BPO management, or customer-facing functions
• Experience at a UGC or consumer platform, ideally in music or music adjacent
• Genuine interest in Trust & Safety, content moderation, or platform integrity
• Operator mindset: comfortable with ambiguity, biased toward writing things down, organized enough to manage multiple workstreams without things falling through
• Strong written communication
• Comfort working with external partners and holding them accountable to commitments
• Familiarity with copyright, IP, or music-industry workflows and experience with operational workflows related to DMCA, DSA, or other regulatory takedown procedures
• Comfort with dashboards and basic data work

Nice to have

• Previous experience in user support, content moderation, customer operations, or any role where you've worked closely with a vendor or BPO
• Exposure to content provenance, watermarking, fingerprinting, or rights-management systems (C2PA, Audible Magic, ACR Cloud, YouTube Content ID)
• Experience at a generative AI, music, or creator-platform company

Compensation

• The annual salary range for this role is $85,000-95,000 + target equity + benefits (including medical, dental, vision, and 401k)