Open to opportunities

Cynthia Jones

@cynthiajones

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Support operations leader driving efficiency with AI, analytics, and scalable systems.

United States

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What I'm looking for

I seek a leadership role where I can scale support operations, integrate AI and analytics, lead cross-functional teams, and drive measurable cost savings and customer experience improvements.

I am a results-driven support operations leader with 10+ years building scalable support systems, implementing AI-driven automations, and delivering data-backed insights that improve operational efficiency and customer experience. I have led cross-functional initiatives, built teams and functions from inception, and driven measurable outcomes including over $200K in cost savings and major enrollment and retention gains.

My background spans support system design, Salesforce administration, performance analytics, and program management across high-growth education and technology organizations. I champion AI integration, process standardization, and knowledge management to transform support into a strategic growth lever and consistently align operations with business objectives.

Experience

Work history, roles, and key accomplishments

Vice President of Operations

App Academy

Jun 2024 - Aug 2025 (1 year 2 months)

Led support operations, analytics, and program management for coding bootcamps, implementing AI-driven automations and restructuring teams to improve operational efficiency and student engagement.

Support Operations Program Management Analytics Process Improvement Stakeholder Management performance reporting

Director of Learner Experience

Bloom Institute of Technology

Oct 2022 - Jun 2024 (1 year 8 months)

Owned support operations and analytics, driving $200,000+ in annual savings through automations and standardization while building the Tech Operations function and improving knowledge management.

Support Operations Process Automation Knowledge Management Analytics Team Building Workflow Optimization

Systems and Support Manager

Bloom Institute of Technology

Oct 2021 - Oct 2022 (1 year)

Architected support infrastructure and managed Salesforce administration, automating lifecycle communications and implementing tracking systems to improve engagement and operational efficiency.

Salesforce Administration Marketing Automation SOPs Performance Metrics Training Workflow Automation

Academic Advising Manager

American Intercontinental University

Apr 2021 - Oct 2021 (6 months)

Drove operational improvements in advising through analytics and process improvements, delivering dashboards and metrics that enhanced retention and service level performance.

Analytics Reporting Process Improvement Compliance Documentation

Associated Director of Advising

American Intercontinental University

Oct 2018 - Apr 2021 (2 years 6 months)

Managed a high-performing advising team, improving team retention by 11.3% and contributing to 11% customer growth through data-driven performance management and coaching.

Team Leadership Retention Strategy Quality Assurance Data Driven Decision Making Coaching Cross Functional Collaboration Reporting Customer Service

District Program Manager

DeKalb County School District

Jan 2017 - Oct 2018 (1 year 9 months)

Launched and scaled a virtual education program to 29 schools, growing enrollment 183% and improving proficiency by 30% through program management and data-driven interventions.

Program Management Enrollment Growth Data Analysis Team Leadership Performance Improvement

Family Academic Support Director

Georgia Cyber Academy

Jul 2014 - Jan 2017 (2 years 6 months)

Directed statewide support operations for 14,000 students, doubling program capacity and implementing data-driven interventions and compliance management across 159 counties.

Support Operations Process Optimization Program Development Compliance Management Data & Analytics Stakeholder Engagement