Trust & Safety Operations Manager (AI)

Location: On-site in San Francisco or New York City

Salary: $128,000–$168,000 per year

Company

AI music company building a consumer creative entertainment platform for music creation.

What you will do

• Run daily Trust & Safety enforcement operations across content categories, including queue health, latency, SLA attainment, and escalations.
• Manage vendor and BPO performance, including capacity forecasting, quality enforcement, contract performance, and site management.
• Build and operate training, QA, and calibration programs to improve decision quality.
• Plan capacity against volume growth while balancing headcount, vendor spend, and automation.
• Define reviewer workflow tooling requirements and partner with Engineering to deliver them.
• Support reviewer wellness and resilience programs.

Requirements

• 5+ years of experience in Trust & Safety, content moderation, or CX operations.
• 2+ years of direct management experience with reviewers or vendor teams.
• Demonstrated ownership of operational metrics such as SLA attainment, queue latency, QA scores, cost per decision, and reviewer utilization.
• Hands-on vendor or BPO management with performance accountability.
• Experience building or running QA and calibration programs with measurable decision-quality outcomes.
• Experience working with ML-assisted enforcement and human-in-the-loop workflows.

Nice to have

• Experience with reviewer wellness and resilience programs.
• Background in UGC or generative AI platforms.

Culture & Benefits

• Company equity package.
• 401(k) with a 3% employer match and Roth 401(k).
• Medical, dental, and vision insurance with PPO, HSA, and FSA options.
• 11 paid holidays, unlimited PTO, and sick time.
• 16 weeks of paid parental leave, creative education stipend, and commuter allowance.
• In-office lunch five days per week.