Trust & Safety Operations Manager
Suno · New York, NY · 1 mo ago
On-siteManufacturing$128k–$168k/yrFull-time
We need to output HTML fragment with sections: About the role? Actually the posting includes "About Suno" then "The role", "What you'll do", "What you'll bring", "Nice to have", "Perks & Benefits", "Compensation And Benefits". We need to use for section headings: e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. However we must only include sections when posting has real, specific content. We need to map content to appropriate headings.
We have:
- About Suno: description of company. Could be "About the role"? Actually "About Suno" is about company, not role. The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to decide which sections to include.
We have content:
- The role description: "You will own the operating floor of Trust & Safety at Suno: review queues, vendor capacity, quality programs, SLAs, and escalation workflows..." plus reporting line.
- What you'll do: list of duties.
- What you'll bring: requirements (experience, etc.)
- Nice to have: additional qualifications.
- Perks & Benefits: list of benefits.
- Compensation And Benefits: salary range.
We also have "About Suno" which could be considered "About the role"? Not exactly. But we could include an "About the role" section that combines the role description and maybe company overview? The instruction says do NOT repeat the job title as a heading. It didn't forbid having an "About the role" heading with company description. Probably we should include "About the role" with the paragraph about the role (the first paragraph after "The role").
Then "Responsibilities" for "What you'll do".
Then "Requirements" for "What you'll bring" (mandatory). Could also split into Requirements and Qualifications? But we have both mandatory and nice-to-have. Could put mandatory under Requirements, nice-to-have under Qualifications or Skills. The instruction list includes Qualifications, Skills. We could put "Qualifications" for mandatory, "Skills" for nice-to-have? Or "Requirements" for mandatory, "Qualifications" for nice-to-have. Let's decide: Use "Requirements" for mandatory experience, "Qualifications" for nice-to-have. Or we could combine both under Requirements and skip Qualifications. But we need to follow instruction: prefer a few substantive sections over many thin ones. So maybe we just have: About the role, Responsibilities, Requirements, Benefits, Pay. That's 5 sections. Nice-to-have could be included within Requirements as bullet points? But we should preserve all substantive information; we can include nice-to-have as part of Requirements but maybe label as "Preferred Qualifications". However we cannot create a heading not listed unless we have real content. The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It doesn't forbid other headings? It says use
for section headings: e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. However we must only include sections when posting has real, specific content. We need to map content to appropriate headings.
We have:
- About Suno: description of company. Could be "About the role"? Actually "About Suno" is about company, not role. The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to decide which sections to include.
We have content:
- The role description: "You will own the operating floor of Trust & Safety at Suno: review queues, vendor capacity, quality programs, SLAs, and escalation workflows..." plus reporting line.
- What you'll do: list of duties.
- What you'll bring: requirements (experience, etc.)
- Nice to have: additional qualifications.
- Perks & Benefits: list of benefits.
- Compensation And Benefits: salary range.
We also have "About Suno" which could be considered "About the role"? Not exactly. But we could include an "About the role" section that combines the role description and maybe company overview? The instruction says do NOT repeat the job title as a heading. It didn't forbid having an "About the role" heading with company description. Probably we should include "About the role" with the paragraph about the role (the first paragraph after "The role").
Then "Responsibilities" for "What you'll do".
Then "Requirements" for "What you'll bring" (mandatory). Could also split into Requirements and Qualifications? But we have both mandatory and nice-to-have. Could put mandatory under Requirements, nice-to-have under Qualifications or Skills. The instruction list includes Qualifications, Skills. We could put "Qualifications" for mandatory, "Skills" for nice-to-have? Or "Requirements" for mandatory, "Qualifications" for nice-to-have. Let's decide: Use "Requirements" for mandatory experience, "Qualifications" for nice-to-have. Or we could combine both under Requirements and skip Qualifications. But we need to follow instruction: prefer a few substantive sections over many thin ones. So maybe we just have: About the role, Responsibilities, Requirements, Benefits, Pay. That's 5 sections. Nice-to-have could be included within Requirements as bullet points? But we should preserve all substantive information; we can include nice-to-have as part of Requirements but maybe label as "Preferred Qualifications". However we cannot create a heading not listed unless we have real content. The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It doesn't forbid other headings? It says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). That suggests we should use those headings when appropriate. It doesn't say we cannot use other headings, but we should follow the pattern. Probably best to map:
- About the role: company + role overview.
- Responsibilities: What you'll do.
- Requirements: What you'll bring (mandatory).
- Qualifications: Nice to have.
- Benefits: Perks & Benefits.
- Pay: Compensation And Benefits (salary range).
We don't have Schedule info, so omit.
We must not include boilerplate like EEO etc. Remove that.
We must not include application instructions.
We must preserve all substantive information.
Now produce HTML fragment: use for each heading, then content: for prose use
for each heading, then content: for prose use
, for lists use
- .
We need to ensure we don't repeat job title as heading.
Let's extract content:
About Suno paragraph: "We're building the world's first creative entertainment platform, where the entire world can feel the joy and fulfillment of making music. Music is for everyone: Our users include everyone from grandmothers creating songs for their loved ones, to Grammy winners using Suno Studio, our power tool, to make the most popular hits in the world. Building the future of entertainment requires ambition. The pace is fast, the problems are hard, and the work demands ownership and intensity. For the right people, it’s incredibly rewarding: a chance to shape a new medium, work with a small team that cares deeply about quality, make music, drink too much coffee, and build something that millions of people use to express themselves in ways that were never before possible. Suno is the fastest growing consumer entertainment company and the leader in AI music. We are backed by leading investors including Bond Capital, Menlo Ventures, Lightspeed Venture Partners, IVP, Forerunner, Union Square Ventures, Alkeon, Quiet, Matrix Partners, Schroders Capital and, NVentures (venture arm of NVIDIA). Listen to the Suno version of this role! https://suno.com/s/bWZ30M98bvirsCPq"
We might keep the link? It's a link; we could keep as plain text or as . The instruction didn't forbid links. Probably keep as is.
Then "The role" paragraph: "You will own the operating floor of Trust & Safety at Suno: review queues, vendor capacity, quality programs, SLAs, and escalation workflows. Our enforcement system blends automated decisioning with human judgment, and your job is to make the human side of that system fast, accurate, and worth every dollar it costs. You will report to our Trust & Safety lead and work closely with Product, Eng, Legal, Comms, and the broader Operations team."
That's the role overview.
Then "What you'll do" list:
- Run day-to-day enforcement operations: queue health, latency, SLA attainment and escalation handling across all content categories.
- Own vendor and BPO performance: capacity forecasting, quality enforcement, contract performance and site management.
- Build and run the training, QA, and calibration program that keeps decision quality measurable and improving.
- Manage capacity planning against rapid volume growth, including the tradeoffs between headcount, vendor spend, and automation.
- Define tooling requirements for reviewer workflows and partner with Engineering to ship them.
- Support reviewer wellness and resilience programs for the teams doing the hardest work on the platform.
Then "What you'll bring" (mandatory):
- 5+ years in Trust & Safety, content moderation, or CX operations, including 2+ years directly managing reviewers or vendor teams.
- Ownership of operational metrics you can speak to concretely: SLA attainment, queue latency, QA scores, cost per decision, reviewer utilization.
- Hands-on vendor or BPO management with real performance accountability, not just relationship handling.
- Experience building or running a QA and calibration program with measurable decision-quality outcomes.
Then "Nice to have":
- Operating experience alongside ML-assisted enforcement: queue routing on model scores, human-in-the-loop workflows.
- Reviewer wellness and resilience program exposure.
- UGC or generative AI platform background.
Then "Perks & Benefits":
- 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)
Then "Compensation And Benefits": "$128K -$168K". Actually it's "Compensation And Benefits $128K -$168K". We'll put as Pay section.
Now produce HTML.
We need to ensure we don't include any extra text outside HTML.
Let's craft:
About the role
We're building the world's first creative entertainment platform, where the entire world can feel the joy and fulfillment of making music. Music is for everyone: Our users include everyone from grandmothers creating songs for their loved ones, to Grammy winners using Suno Studio, our power tool, to make the most popular hits in the world. Building the future of entertainment requires ambition. The pace is fast, the problems are hard, and the work demands ownership and intensity. For the right people, it’s incredibly rewarding: a chance to shape a new medium, work with a small team that cares deeply about quality, make music, drink too much coffee, and build something that millions of people use to express themselves in ways that were never before possible. Suno is the fastest growing consumer entertainment company and the leader in AI music. We are backed by leading investors including Bond Capital, Menlo Ventures, Lightspeed Venture Partners, IVP, Forerunner, Union Square Ventures, Alkeon, Quiet, Matrix Partners, Schroders Capital and, NVentures (venture arm of NVIDIA). Listen to the Suno version of this role! https://suno.com/s/bWZ30M98bvirsCPq
Responsibilities
- Run day-to-day enforcement operations: queue health, latency, SLA attainment and escalation handling across all content categories.
- Own vendor and BPO performance: capacity forecasting, quality enforcement, contract performance and site management.
- Build and run the training, QA, and calibration program that keeps decision quality measurable and improving.
- Manage capacity planning against rapid volume growth, including the tradeoffs between headcount, vendor spend, and automation.
- Define tooling requirements for reviewer workflows and partner with Engineering to ship them.
- Support reviewer wellness and resilience programs for the teams doing the hardest work on the platform.
Requirements
- 5+ years in Trust & Safety, content moderation, or CX operations, including 2+ years directly managing reviewers or vendor teams.
- Ownership of operational metrics you can speak to concretely: SLA attainment, queue latency, QA scores, cost per decision, reviewer utilization.
- Hands-on vendor or BPO management with real performance accountability, not just relationship handling.
- Experience building or running a QA and calibration program with measurable decision-quality outcomes.
Qualifications
- Operating experience alongside ML-assisted enforcement: queue routing on model scores, human-in-the-loop workflows.
- Reviewer wellness and resilience program exposure.
- UGC or generative AI platform background.
Benefits
- 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)
Pay
$128K - $168K
Check for any boilerplate removed: we removed EEO, equal opportunity, etc. Also removed "Listen to the Suno version of this role!"? We kept it as part of About the role paragraph; it's not boilerplate. It's okay. We must not include navigation