Summary
Overview
Work History
Education
Skills
Timeline
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Timothy Curtis

New York,United States

Summary

Accomplished Product Operations Manager with 8 years of experience driving operational excellence and cross-functional collaboration in health-tech and fin-tech start-ups. Adept at spearheading initiatives to optimize operational efficiency, company expansion, and lead process improvements. Skilled in market research, mortgage compliance, regulatory examinations, and strategic planning. Proficient in tools such as Slack, Metabase, Asana, and Agile software development. A dynamic leader with a proven track record of implementing impactful changes and fostering cross-functional communication. Ready to leverage expertise in product and operational management to drive success.

Overview

12
12
years of professional experience

Work History

Customer Experience Agent

Ramp
New York, United States
03.2025 - Current
  • Serve as the first line of support for Ramp’s customers, delivering assistance to diagnose and resolve complex issues using internal tooling and engineering collaboration.
  • Partner cross-functionally with account management, product, and engineering teams to manage escalations, surface customer insights, and drive continuous product improvements, maintaining industry-leading satisfaction levels.
  • Serve as a frontline advocate for Ramp’s customers, delivering responsive and empathetic support via phone and email.
  • Diagnose complex issues using internal tools and collaborate with engineering and product teams to drive timely resolutions.
  • Maintain Ramp’s industry-leading satisfaction rate by providing clear, concise, and customer-centric communication.
  • Partner cross-functionally with account managers and product leads to surface customer insights and influence product improvements.
  • Contribute to internal documentation and escalation workflows, ensuring seamless handoffs and knowledge sharing.
  • Demonstrate ownership and adaptability in a fast-paced startup environment, supporting some of the fastest-growing companies in the U.S.
  • Learn and master the Ramp platform to maximize customer impact and internal efficiency.

Product Operations Manager

Uno Health
New York, United States
12.2021 - 10.2023
  • Led and collaborated on cross-functional teams across operations, IT, product, and engineering to achieve company goals including projects for; company expansion, KPI tracking, bonus/compensation calculation, process improvements, legal and regulatory questions, and customer invoicing.
  • Spearheaded initiative to locate and establish Uno's second office site, including market research, office evaluation, lease negotiation, and office design & build-out; improving cost efficiencies on payroll and opening a new talent market.
  • Reviewed operations workflows and vendors, recommending and implementing improvements which unlocked ~40% savings on postage costs.
  • Partnered with product, engineering, and operations teams to redesign existing operations processes; piloting and implementing the improvements, and creating reports and dashboards for use by ICs, management, and the exec team.
  • Liaised with external counsel on regulatory concerns, providing recommendations to executive team and crafting responses for external stakeholders.
  • Implemented an analytics platform that tracked key product metrics and provided real-time feedback to stakeholders.

Post-Closing Manager

Better Mortgage
New York, United States
05.2019 - 12.2021
  • Grew and led post-closing team of individual contributors and vendors as Better's first post-closing manager; enabling continued growth for the company and reducing regulatory risk.
  • Led internal team of 5+ ICs and vendors to ensure timely collateral delivery for monthly loan volume exceeding $1B, driving growth during company expansion to $1B+ in monthly originations.
  • Created and reviewed daily warehouse liquidity and curtailment risk reports for senior management and executive team.
  • Worked with capital markets and investor conditions teams to review and rebut investor findings prior to loan sale.
  • Evaluated warehouse lender and document custodian bi-party and tri-party agreements with legal and capital markets teams prior to initiating new relationships.
  • Mapped extant processes, recommended improvements, and implemented changes in Better's legacy and proprietary loan origination systems.
  • Defined and led post-closing data ingestion and delivery requirements, ensuring successful vendor report ingestion and data delivery.
  • Incorporated new loan products into post-closing workflows, collaborating with domestic and offshore teams.

Mortgage Loan Closer

Better Mortgage
New York, United States
12.2017 - 01.2019
  • Guided customers through the closing process, guaranteeing prompt loan closures by reviewing loan terms, generating necessary documentation, and supervising fund disbursement.
  • Worked cross-functionally to identify and enhance bugs in Better's proprietary loan origination system, providing expertise during design and implementation of improvements.
  • Developed expertise in mortgage origination guidelines and investor overlays across all supported loan products.
  • Advised compliance team on responses to regulatory exams and requests for information.
  • Oversaw monthly pipeline of 70+ closings, ensuring adherence to regulatory and underwriting principles.
  • Managed monthly pipeline of 80-100 closings across all company mortgage products.

Examination Coordinator

Movement Mortgage
Charlotte, United States
08.2016 - 11.2017
  • Supported leadership in overseeing all state and federal agency examinations.
  • Led audits of branch offices to ensure compliance with federal and state regulations, conducting on-site and remote inspections.
  • Reviewed HMDA-LAR reporting prior to submission.
  • Contributed to creating and maintaining policies and procedures for the Examination Management Program.
  • Led gathering, vetting, and drafting of information and data related to regulatory exams and requests for information across all licensed states.
  • Collaborated with compliance, quality control, accounting, and internal audit teams to conduct root cause analyses and implement corrective action plans based on examination findings.
  • Ran remediating projects and data collection as responses to examination findings in conjunction with QC, accounting, disclosures, and IT teams.

Compliance Administrator

Movement Mortgage
Virginia Beach, United States
01.2014 - 08.2016
  • Conducted daily audits to ensure loan pricing compliance with fair lending rules, examining loan data and generating reports for federal and state regulatory agencies.
  • Ensured adherence to regulatory standards for all physical office locations and web presences, both for company and individual originators.
  • Led yearly audits of over 500 branch offices and web presences, ensuring compliance with marketing requirements.
  • Ensured company-wide completion of new hire and monthly compliance training for all employees and executives.
  • Coordinated on-site office audits throughout state of Virginia with team of 5+ cross-functional personnel.

Education

Bachelor of Arts - Charlottesville

University of Virginia
Charlottesville
05.2012

Skills

  • Operational efficiency
  • Cross-functional leadership
  • Strategic planning
  • Operations management
  • Project management
  • SQL
  • Google Sheets and Microsoft Excel
  • Asana
  • Jira and Confluence
  • KPI and OKR management
  • Agile project management
  • Metabase
  • Snowflake
  • Looker

Timeline

Customer Experience Agent

Ramp
03.2025 - Current

Product Operations Manager

Uno Health
12.2021 - 10.2023

Post-Closing Manager

Better Mortgage
05.2019 - 12.2021

Mortgage Loan Closer

Better Mortgage
12.2017 - 01.2019

Examination Coordinator

Movement Mortgage
08.2016 - 11.2017

Compliance Administrator

Movement Mortgage
01.2014 - 08.2016

Bachelor of Arts - Charlottesville

University of Virginia

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