Trust & Safety Operations Analyst

Suno

3d•$85,000 - $95,000

About The Position

Suno is building the world's first creative entertainment platform where everyone can experience the joy of making music. As the company scales, the need for robust Trust & Safety operations grows. This role is critical for protecting creators, rightsholders, and the music ecosystem by managing DMCA and related takedown requests, data access & deletion requests, illegal content reports, in-product content reports, safety escalations, fraud & platform abuse, and the manual data review necessary for calibrating detection systems. The Trust & Safety Operations Analyst will be instrumental in building and running this function from the ground up, acting as the in-house operator to transform complex Trust & Safety challenges into reliable, repeatable processes. This role offers significant exposure to Legal, Product, and Engineering teams, providing an opportunity to become the foremost expert on the company's operational surface area.

Requirements

5+ years in operations, BPO management, or customer-facing functions.
Experience at a UGC or consumer platform, ideally in music or music adjacent industries.
Genuine interest in Trust & Safety, content moderation, or platform integrity.
Operator mindset: comfortable with ambiguity, biased toward documenting processes, and organized to manage multiple workstreams effectively.
Strong written communication skills.
Comfort working with external partners and holding them accountable to commitments.
Familiarity with copyright, IP, or music-industry workflows and experience with operational workflows related to DMCA, DSA, or other regulatory takedown procedures.
Comfort with dashboards and basic data analysis, including pulling data, building charts, and interpreting results.

Nice To Haves

Previous experience in user support, content moderation, customer operations, or any role involving close collaboration with a vendor or BPO.
Exposure to content provenance, watermarking, fingerprinting, or rights-management systems (e.g., C2PA, Audible Magic, ACR Cloud, YouTube Content ID).
Experience at a generative AI, music, or creator-platform company.

Responsibilities

Serve as the day-to-day point of contact for the BPO partner, managing the operating cadence including regular syncs, weekly business reviews, training rollouts, SLA tracking, and quality calibration.
Streamline playbooks by working closely with T&S Product and Legal to refine end-to-end review workflows for DMCA, in-app content reports, and other escalations, capturing decision criteria, escalation paths, and review SLAs.
Define operational SLAs and proactively identify problems by building and maintaining a reporting framework to track performance against key SLAs for each workstream.
Translate Legal and Product requirements into operational execution by acting as the liaison between Legal, Product, and BPO analysts, ensuring new policy or product changes are integrated into BPO training, queue routing, and reviewer guidance.
Manage quality calibration and ongoing quality control through auditing samples, conducting calibration sessions with the BPO, and addressing false positives and false negatives.
Support manual data review programs by operationalizing ongoing manual review work that calibrates Suno's automated detection systems, providing essential ground truth data to ML and T&S engineering teams.
Assist in coordinating incident response for high-urgency content issues, driving cross-functional response efforts and updating playbooks post-incident.
Develop and maintain dashboards and weekly reporting to provide leadership with a clear overview of T&S operational health.