Senior Director of Customer Experience & Safety Operations

Join Suno, an AI-native music company, as the Senior Director of Customer Experience & Safety Operations. In this role, you will lead the Customer Experience and Community teams, ensuring a customer-first approach and driving operational functions that support our Trust and Safety organization. You will work closely with product, engineering, and legal teams to translate customer signals into action and build a world-class customer experience.

• Lead and grow a world-class Customer Experience team, setting the standard for user interactions and ensuring a customer-first approach.
• Own the feedback loop between customers and product, ensuring that user insights consistently inform the product roadmap.
• Define and build Trust & Safety operations from the ground up, working in close partnership with product, engineering, and legal teams.
• Consumer technology, UGC, creator, or music/entertainment platform experience
• Vendor and BPO management at scale
• Experience with AI-native or AI-augmented support tooling and workflow design
• Proven 0-to-1 ops builder — support, T&S, or customer operations built from scratch
• Cross-functional operator — has worked across product, engineering, and legal to translate customer signal into action
• 12+ years in operations, strategy, or customer-facing functions
• Analytically strong and data-driven — SLAs, reporting frameworks, operational decisions
• 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)