Trust & Safety Operations Manager

3 нед. назад

128k–168k USD / годСШАSeniorOnsite

slaquality assurancevendor management

Manage the Trust & Safety operations including review queues, vendor capacity, quality programs, SLAs, and escalation workflows.

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 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.
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 version of this role!

You will own the operating floor of Trust & Safety at : 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.
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.

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.

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.