Career

The full picture.

Executive bio and full résumé for your viewing pleasure.

Executive Bio

Operations Executive · Risk & Compliance Leader · People-First Culture Builder

Christy Sehl is a senior operations executive whose career defies easy categorization, which is a key differentiator. Over 17+ years, she has led instructional design, managed offshore contact center operations across three countries, rebuilt call quality frameworks, run enterprise risk and analytics organizations, directed regulatory complaints programs, and then crossed industries entirely to lead 24/7/365 home security monitoring at a high-growth consumer tech company. She does it because hard problems energize her, new environments challenge her, and she has an unusually consistent record of walking into complexity and leaving behind something that works.

Range, Not Repetition

At Capital One, Christy held roles most executives would treat as separate careers: instructional design and offshore ops training (including traveling to Manila to run the pilot herself), managing 500+ agent queues across two countries (including leading them to JD Power certification), redesigning call scoring from 60 attributes to 7 — driving a 21% NPS increase in 11 months — then leading a 65-person risk and analytics team that used NLP monitoring to take coverage from 2% to 94%. She finished her Capital One tenure leading a 185-person enterprise complaints organization accountable to the CFPB, OCC, and state Attorneys General. At SimpliSafe, she applied that same enterprise rigor to a startup-scale environment, delivering a 40% cost reduction and enabling 70%+ subscriber growth on a smaller staffing footprint. The industry was new. The results were not.

The Kind of Leader People Follow Twice

Christy's teams don't just perform; they thrive. At SimpliSafe, she turned a 59% engagement score into 82%, not through swag and free lunches, but through psychological safety, radical transparency, and a closed-loop feedback culture where people knew their voices changed things. Three of her five senior leaders earned promotions on her team. This isn't a one-time story; across every organization she's led, she has rebuilt disengaged teams into high-accountability cultures by sharing the 'why' relentlessly, staying genuinely available, and treating people as the intelligent adults they are.

Built for Collaboration, Wired for People

A self-described extreme extrovert, Christy thrives in cross-functional environments where trust enables outcomes no single team could achieve alone. At SimpliSafe, her partnerships with Product, Finance, Marketing, and Engineering produced reduced avoidable contacts, more efficient tooling, and product design shaped by operational reality. At Capital One, she translated complaint trends into executive-level insights that changed policy for customers at scale. She builds relationships that outlast org charts and treats that instinct not as a personality trait, but as a competitive advantage.

Christy holds ABA certifications in Lending Compliance, Deposit Compliance, and BSA/AML, a Power & Leadership Certificate from the UVA Darden School of Business, and a BA in Literature, focusing on the Literature of Oppression. She is based in Richmond, VA.

Large-Scale Operations Leadership
Risk & Controls (1LOD/2LOD)
Regulatory Compliance (CFPB, OCC, State AG)
24/7 High-Availability Environments
BPO & Vendor Management
NLP & Quality Monitoring Innovation
Complaints Management
Customer Experience
Executive Stakeholder Engagement
Team Development & People Leadership

Résumé

Strategic Business Executive / Enterprise Operations Professional / Skilled Change Management Leader

Based in Richmond, VA · open to in-office, remote, and hybrid roles · willing to travel ~30%

Operations executive with a 15+ year track record of building high-performing, people-first teams across financial services, consumer electronics, and security. Known for turning complex, regulated, high-stakes environments into organizations people want to work in & work with. Equally at home redesigning a risk framework, negotiating a BPO contract, or partnering with Product and Engineering to eliminate the problems that frustrate customers before they ever call.

Download Résumé (PDF)

Skills

Regulated & Risk-Based Operating Models
Workforce Strategy & Capacity Planning
Hybrid / BPO Operating Models
Enterprise Operations & Service Delivery
Continuous Improvement & Process Redesign
Operating Budget & Cost Management
KPI Development & Performance Management
Global & Offshore Operations Management
Customer Experience & Demand Reduction
Analytics-Driven Decision Making
Change Leadership at Scale
Senior Leader Development
Operations Strategy & Business Planning
Operational Excellence & Process Improvement
Vendor & Outsourced Operations Management (BPO)
Cross-Functional & Stakeholder Leadership

Professional Experience

November 2023 – April 2026

SimpliSafe — Richmond, VA

Senior Director, Monitoring Operations (role eliminated as a result of restructuring)

Moved from 13+ years in highly-regulated financial services to lead operational strategy and operational excellence for a high-growth consumer security company, applying enterprise rigor to a startup-scale environment. Served as enterprise leader accountable for end-to-end monitoring operations, budget, and vendor management supporting SimpliSafe's 24/7 home security ecosystem.

  • Built a culture of psychological safety and high accountability across a 200-person organization, resulting in an engagement score increase from 59% to 82% while improving both efficiency & customer experience
  • Led end-to-end operations strategy & execution for 24/7/365 monitoring operations spanning internal teams, permitting, workforce planning, forecasting, analytics, quality, enablement, compliance, & vendor services, balancing near-term performance with long-term scalability & resilience
  • Owned service delivery, operating budget, cost, & performance outcomes across a hybrid operating model, including multi-million-dollar outsourced/BPO vendor management relationships
  • Scaled the Internal Monitoring Center to support >50% of subscribers, enabling the company's most complex customer interactions including live video, real-time intervention, & emergency escalation
  • Drove continuous improvement & process excellence initiatives delivering sustained cost & productivity gains, including a 40% reduction in cost per subscriber, 33% reduction in handle time, & 15% reduction in avoidable customer demand through product, process, & self-service optimization
  • Enabled 70%+ subscriber growth with a reduced staffing footprint by applying disciplined capacity planning, analytics, & operating leverage principles transferable to high-volume service environments
  • Established reputation as a go-to cross-functional stakeholder partner for Product, Finance, Marketing, & Engineering leaders, resulting in reduced avoidable contacts, more efficient tooling, compelling and defensible marketing claims, & product design with an eye toward operational excellence
  • Championed professional development, with 3 out of 5 senior leaders earning a promotion while on her team; created career pathing for operators, allowing for promotion with added autonomy & accountability
April 2022 – November 2023

Capital One — Richmond, VA

Sr. Director, Complaints & Well Managed

Senior leader responsible for enterprise complaint handling & first-line risk management across regulated customer service operations.

  • Led a 185-person organization responsible for regulatory complaint handling across CFPB, OCC, state Attorneys General, BBB, & executive escalations, ensuring timely, high-quality customer outcomes
  • Defined & implemented a unified interaction model for first-line risk management, aligning teams on common language, success metrics, & operating standards while reducing unnecessary process variation
  • Reimagined risk event & remediation processes to ensure issues were resolved sustainably, with preventive controls embedded in technology to reduce agent cognitive load & future risk
  • Directed enterprise response to crisis events including natural disasters, technology failures, & other triggering events, ensuring customers in greatest need were prioritized & supported consistently
  • Led a KPI-driven team of customer advocates who triaged complex complaints, resolved individual customer issues, & surfaced systemic insights to drive upstream process improvements
  • Partnered with senior executives to translate customer complaint trends into actionable insights, informing reporting, process changes, & leadership decision-making across the business; insights led to a more customer-friendly process to unsecure Secured Card lines, & improved handling of transaction fraud & merchant disputes
February 2019 – April 2022

Capital One — Richmond, VA

Director, Risk Management

Accountable for a horizontal support team of 65 people spanning contact center monitoring, end-to-end analytics, and control consulting for new business processes.

  • Led the horizontal risk & analytics organization supporting regulatory adherence across US Card functions
  • Modernized call monitoring through NLP-driven full-file review, replacing traditional sampling models while materially improving risk detection & coaching effectiveness — went from 2% to 94% of voice-based errors identified & coached
  • Built predictive analytics to forecast regulatory impact of business changes, improving staffing accuracy & proactive risk mitigation
  • Established control environments for emerging products, achieving 88% preventative controls & reducing long-term compliance cost
2010 – 2019

Capital One — Richmond, VA

Selected Earlier Roles: Senior Risk Manager · Manager, Quality Operations · Principal Extended Operations Associate
  • Worked with Staffing & Forecasting teams to save $500,000 by balancing service level, cost, & customer satisfaction
  • Guided offshore operations queues to achieve JD Power & Associates Certification in both 2011 & 2012
  • Drove significant gains in engagement, regulatory readiness, and operational clarity through redesigned controls, dashboards, and training
  • Re-engineered the call scoring model, streamlining monitored attributes from 60 items to 7
  • Managed day-to-day operations of customer-facing phone queues of 500+ agents at two suppliers (Manila, PH & San Jose, CR)
  • Drove a 21% net promoter score increase in 11 months without an increase in write-off volume or handle-time
  • Established the team's identity & culture through a co-created mission statement and feedback loop that shifted quality from something done to agents to something they drove themselves
October 2008 – November 2010

Morton Consulting — Richmond, VA

Senior Consultant

Multiple Capital One contract positions focused on creating new-hire agendas to enable first-time offshoring for contact center functions.

  • Created training programs suitable for phone agents, account supervisors, & managers in any country
  • Generated detailed, prescriptive facilitator guides so even inexperienced facilitators could run an engaging training program
  • Led training to streamline customer-facing processes for fraudulent & disputed transactions; traveled to Manila, PH to execute a successful program pilot which scaled to two countries in 2011
  • Designed program components to be completely portable across as many job roles as possible
  • Worked with hourly phone agents, middle-management, & upper-level management to ensure content was pertinent, correct, & timely based on business needs

Education

Certifications

Technical Skills

Industry Involvement & Community