Summary
Overview
Work History
Education
Skills
Timeline
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Lawrence Jones

Emeryville,CA

Summary

Versatile operations leader with a strong background in trust & safety, content moderation, and customer experience, known for building high-performing teams and driving impactful outcomes in fast-paced, mission-critical environments. Brings a sharp operational mindset to complex challenges—streamlining workflows, improving compliance, and translating insights into strategic action. Experienced in navigating cross-functional dynamics and scaling processes that enhance both user experience and operational integrity.

Overview

7
7
years of professional experience

Work History

Customer Experience Supervisor, NFT Operations

Coinbase
11.2021 - 01.2023
  • Built and led a global customer support team from the ground up for the Coinbase NFT Marketplace, improving customer satisfaction by 20% through streamlined operations and hands-on team development.
  • Collaborated with Process Specialists to design and improve agent workflows, macros, and escalation paths, significantly reducing resolution times and closing process gaps.
  • Owned high-priority escalations with external partners, cutting high-severity case volume by 25% and driving quicker, more consistent outcomes.
  • Partnered closely with analytics, content, and engineering teams to surface actionable insights through Voice of the Customer programs—driving measurable improvements in product experience and user sentiment.
  • Revamped training and quality assurance systems to better equip Tier 1 and Tier 2 agents, which led to more efficient issue handling and improved performance metrics across the board.
  • Delivered weekly business reviews with data-backed recommendations, helping cross-functional stakeholders identify friction points, align on solutions, and improve support operations at scale.

Trust & Safety Team Lead

Accenture (Facebook Project)
10.2018 - 10.2021
  • Led a high-performing team of 15 analysts supporting Facebook’s partnership with the National Center for Missing & Exploited Children (NCMEC), helping surface critical reports that directly contributed to arrests, rescues, and fines — with measurable impact on real-world outcomes.
  • Oversaw daily operations in a sensitive, fast-moving environment, setting team goals, tracking KPIs, and ensuring SLA adherence while maintaining a strong focus on ethical standards and content integrity.
  • Acted as the operational SME, streamlining internal workflows and documentation to reduce error rates, improve turnaround time, and ensure consistency across a high-volume queue.
  • Identified policy gaps and inefficiencies through ongoing audit and analysis, translating findings into clear recommendations that improved compliance, accuracy, and throughput.
  • Served as the point of contact for risk mitigation, ensuring operational decisions aligned with evolving platform policies, legal frameworks, and client expectations.
  • Facilitated regular business reviews (weekly, monthly, quarterly), using data and trend analysis to drive strategic adjustments and inform leadership decision-making.
  • Mentored analysts through high-stakes scenarios, providing hands-on coaching and development to help them navigate complex cases involving child safety and digital evidence.

Platform Operations Supervisor

Cognizant (Twitter Project)
06.2017 - 10.2018
  • Built and scaled an anti-spam operations team from the ground up, overseeing hiring, onboarding, and training for 12 analysts responsible for identifying harmful or abusive API behavior on Twitter’s platform.
  • Developed hands-on training and support systems that helped new team members get up to speed quickly and confidently handle complex moderation tasks.
  • Identified top-performing agents and cross-trained them to support multiple content types, expanding team flexibility and improving response rates during periods of high volume or emerging threats.
  • Created daily operational reports that flagged performance patterns, content trends, and areas for intervention, enabling quick decision-making and real-time process adjustments.
  • Facilitated regular team stand-ups and individual coaching sessions, helping agents track performance goals and troubleshoot complex moderation challenges.
  • Collaborated with policy and quality leads to refine internal guidelines and decision trees, especially in gray-area content cases that required more nuanced moderation approaches.
  • Delivered tailored insights during Weekly and Quarterly Business Reviews to client stakeholders, aligning operational strategies with broader trust and safety goals.

Quality Analyst

Cognizant (Twitter Project)
12.2016 - 06.2017
  • Audited and analyzed large volumes of content moderation decisions, identifying recurring issues and coaching reviewers to improve accuracy, consistency, and alignment with evolving policy standards.
  • Built targeted training programs to help agents navigate gray-area content scenarios, resulting in measurable improvements in reviewer confidence and decision quality.
  • Facilitated weekly calibration sessions with cross-functional leads to align on quality standards, using real case examples to clarify intent behind policy changes and reduce subjectivity in enforcement.
  • Acted as a real-time feedback channel between frontline reviewers and policy stakeholders, surfacing edge cases and confusion points that helped shape clearer documentation and escalation paths.
  • Delivered concise, actionable reporting on performance trends and common errors, helping managers adjust training priorities and close quality gaps more quickly.
  • Played a key role in maintaining reviewer morale and development by offering personalized coaching and follow-up for agents under performance review, fostering accountability without discouragement.

Content Moderator

Addeco
08.2015 - 06.2016
  • Reviewed and moderated high volumes of NSFA profiles and user-generated content via the CrowdFlower platform, ensuring compliance with Twitter's advertising policies and flagging harmful or misleading material.
  • Contributed real-time data to train internal machine learning models, improving automated detection of content violations and enhancing the speed and accuracy of moderation tools.
  • Flagged emerging trends and recurring policy violations to internal teams, helping to inform proactive enforcement strategies and refine the rules around ad safety and account legitimacy.
  • Maintained a daily task load of 200+ micro-assessments while consistently meeting quality benchmarks for accuracy, decision rationale, and turnaround time.
  • Played a key role in balancing human judgment with evolving automation systems during a pivotal time in Twitter’s moderation pipeline, helping ensure platform integrity without compromising speed.

Education

Bachelor of Arts - Political Science

Saint Mary's College of California
Moraga, CA
05-2015

Skills

  • CX Strategy & Operations
  • Team Leadership (Remote & Global)
  • Escalation & Risk Management
  • Process Optimization
  • Support Tools & CRM Systems
  • Data-Driven Performance Analysis
  • Cross-Functional Communication
  • Workflow Design & SOPs

Timeline

Customer Experience Supervisor, NFT Operations

Coinbase
11.2021 - 01.2023

Trust & Safety Team Lead

Accenture (Facebook Project)
10.2018 - 10.2021

Platform Operations Supervisor

Cognizant (Twitter Project)
06.2017 - 10.2018

Quality Analyst

Cognizant (Twitter Project)
12.2016 - 06.2017

Content Moderator

Addeco
08.2015 - 06.2016

Bachelor of Arts - Political Science

Saint Mary's College of California
Lawrence Jones