Suno02.06.2026
Senior Director, Customer Experience & Safety Operations
Полная занятостьОфис
Обязанности
- 01Lead Customer Experience at Suno, setting the standard for how we show up for our users at every touchpoint
- 02Lead and grow a world class team and define what world-class looks like at an AI-native music company
- 03Ensure that our Customer Experience organization is AI-native and customer-first, standing up the right mix of vendors, internal channels, and automation at scale
- 04Own the feedback loop between customers and product — ensuring bugs, friction, and user insights consistently inform the roadmap
- 05Build and grow community across Reddit, Discord, and beyond as both are a core function and an organic growth lever
- 06Maintain a best-in-class Knowledge Base that scales self-service as the platform grows
- 07Define what Trust & Safety operations means at Suno and build it from the ground up while working in close partnership with product, engineering, and legal
- 08Ensure that our operational response to user reports, appeals, and legal requests is managed responsibly and effectively
- 09Manage ground truthing and data annotation efforts in support of our internal Trust and Safety workflows
Требования
- 0112+ years in operations, strategy, or customer-facing functions
- 02Proven 0-to-1 ops builder — support, T&S, or customer operations built from scratch
- 03Analytically strong and data-driven — SLAs, reporting frameworks, operational decisions
- 04Experience with AI-native or AI-augmented support tooling and workflow design
- 05Consumer technology, UGC, creator, or music/entertainment platform experience
- 06Cross-functional operator — has worked across product, engineering, and legal to translate customer signal into action
- 07Vendor and BPO management at scale
- 08Experience formally running a support organization
- 09Experience scaling community as a growth channel
- 10Platform responsibility or policy-adjacent operations experience
- 11Consulting or strategy firm background (Accenture, McKinsey, Kearney, or similar)
Условия
- 01Work from the designated Suno office 5 days a week
- 02Annual salary range $239K – $270K + target equity + benefits
- 03Medical, Dental, & Vision Insurance (PPO w/ HSA & FSA options)
- 04401(k) with 3% Employer Match & Roth 401(k)
- 0511 Paid Holidays + Unlimited PTO & Sick Time
- 0616 Weeks of Paid Parental Leave
- 07Creative Education Stipend
- 08Generous Commuter Allowance
- 09In-Office Lunch (5 days per week)
- 10Willingness to travel (up to 10%) to collaborate with team members across Suno office locations