Jacob Brown

I’m a Risk Operations QA Team Lead focused on operational excellence in regulated fintech environments. In my current role, I architect and own the Risk Operations QA program across 17 verticals spanning fraud, disputes, and appeals across global internal and outsourced teams of 100+.

I drive measurable improvements through calibration rigor and KPI frameworks—delivering a 25% boost in operational consistency. I also spearhead BPO partner oversight with corrective action planning and performance governance, improving compliance adherence and reducing vendor issue resolution time.

Previously, I led global complaint operations and scaled critical programs from the ground up, including internal escalation and secondary review standards. I overhauled BPO onboarding curricula, cutting onboarding time by 33% (6 weeks to 4 weeks) while improving service consistency and compliance outcomes.

Earlier, as an Escalations Manager, I managed high-risk, multi-channel customer escalations and partnered across functions to resolve systemic issues. Before fintech leadership, I managed full operations in fine dining, where I built service quality standards and escalation protocols that directly influenced the white-glove complaint programs I later designed at Block.