Senior Director, Customer Experience & Safety Operations

Suno

active

Official active full-time posting for Senior Director, Customer Experience & Safety Operations at Suno, located in NYC; Boston; San Francisco.

Role facts

Employer	Suno
Location	NYC; Boston; San Francisco
Work mode	On-site / not stated
Remote scope	unknown
Employment	full-time
Function	Operations
Track	industry
Seniority	leadership
Compensation	239000–270000 USD / year
Posted	2026-06-01
Work authorization	Applicants must be eligible to work in the US.
Official posting	Open official posting ↗

Check out the Suno version of this role here: https://suno.com/s/iDzbw3gRhhKTJXSx
Lead Customer Experience at Suno, setting the standard for how we show up for our users at every touchpoint.
Lead and grow a world class team and define what world-class looks like at an AI-native music company
Ensure that our Customer Experience organization is AI-native and customer-first, standing up the right mix of vendors, internal channels, and automation at scale
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 are a core function and an organic growth lever
Maintain a best-in-class Knowledge Base that scales self-service as the platform grows
Define what Trust & Safety operations means at Suno and build it from the ground up while working in close partnership with product, engineering, and legal
Ensure that our operational response to user reports, appeals, and legal requests is managed responsibly and effectively
Manage ground truthing and data annotation efforts in support of our internal Trust and Safety workflows

Must-Haves
12+ years in operations, strategy, or customer-facing functions
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
Consumer technology, UGC, creator, or music/entertainment platform experience
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
Experience scaling community as a growth channel
Platform responsibility or policy-adjacent operations experience
Consulting or strategy firm background (Accenture, McKinsey, Kearney, or similar)