Senior Director, Customer Experience & Safety Operations

About the role

Suno is looking for its first leader of Customer Experience & Safety Operations — a builder and operator who will spearhead our Support and Community teams and lead the operational functions that support our Trust and Safety organization. You'll sit at the intersection of our customers and the product and engineering teams who build for them, turning customer signals into action and setting the standard for how Suno earns and keeps the trust of millions of creators.

What You'll Do

• 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.
• 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.
• 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.
• Maintain a best-in-class Knowledge Base that scales self-service as the platform grows.
• 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.

Nice-to-Haves

• Experience formally running a support organization.
• Scaling community as a growth channel.
• Platform responsibility or policy-adjacent operations experience.
• Consulting or strategy firm background (Accenture, McKinsey, Kearney, or similar).