Jacob Romero
Alameda,CA
Summary
Results-driven operations and process optimization leader with proven success at top-tier tech companies, including Meta and Square. Expert in building and scaling AI-driven operational frameworks that improve customer experience, boost efficiency, and unlock revenue growth. Adept at cross-functional collaboration with Product, Engineering, and Data Science teams to deliver innovative solutions. Skilled in workflow automation, risk mitigation, and training program development that enable scalable growth. Passionate about leveraging technology, data, and design thinking to streamline processes, reduce operational friction, and deliver measurable business impact.
Overview
7
7
years of professional experience
Work History
Process Specialist
Meta
06.2022 - Current
- Designed and launched 10+ high-impact strategic programs generating $1.5B in incremental revenue and elevating advertiser/user experience within 18 months.
- Built end-to-end AI experimentation infrastructure (prompt engineering, LLM fine-tuning, and data annotation pipelines) that boosted model accuracy for live support and risk integrity by 94%.
- Deployed advanced automation and intelligent routing systems that reduced case volume by 45%, accelerating resolution speed and improving customer satisfaction.
- Partnered with 25+ cross-functional teams (Product, Engineering, Policy, Data Science) to deliver experimental initiatives that improved advertiser resolution accuracy by 15% and unlocked new revenue streams.
- Re-engineered critical risk operation workflows, decreasing processing times by 30% and enhancing cross-team efficiency.
Risk Compliance Analyst
Cash | Square
04.2018 - 06.2022
- Founded and scaled Compliance Appeals Program, collaborating with PM, Engineering, and Design to enable 75,000 accounts for compliance review.
- Directed collections and recovery projects that recaptured $1.5M with a 3% default rate, minimizing financial risk on emerging products.
- Developed and automated risk assessment workflows in R, cutting manual review time by 50% while preserving decision accuracy.
- Produced data-driven reports and analytics to guide recovery strategy, improve compliance adherence, and streamline operational processes.
- Partnered with key stakeholders to redesign workflows across risk functions, reducing turnaround times and increasing operational throughput.
Education
Bachelor of Arts - Philosophy & Law
San Francisco State University
San Francisco, CA04.2015
Skills
Technical proficiency
- Business process mapping
- Prompt Engineering & LLM Optimization
- AI Experimentation Infrastructure
- Automation Systems & Workflow Design
Operational & Process Excellence
- Process Improvement & Optimization
- Risk Assessment & Compliance Programs
- Operational Framework Development
- Learning & Development; Enablement Tool Creation
Industry & Domain Expertise
- AI Customer Experience Enhancement
- Risk Operations & Fraud Prevention
- Compliance & Regulatory Standards (Fintech, Payments)
- Revenue Operations & Strategic Program Launch
Timeline
Process Specialist
Meta
06.2022 - Current
Risk Compliance Analyst
Cash | Square
04.2018 - 06.2022
Bachelor of Arts - Philosophy & Law
San Francisco State University