Director of Video Monitoring Operations

Job description

Location: Toronto, ON (strongly preferred) Travel: Regular to Eastern Europe and a new South/Central America station Reports to: CEO Department: Operations (Remote Video Monitoring) Company Overview: Since 2011, Birdseye Security Solutions has been on a mission to reduce crime across North America. In order to make the biggest impact, Birdseye’s tenacious team has focused on Cargo Theft which attributes to a huge slice of the overall crime statistics pie. We have a strong track record delivering solutions to aid in this $200 billion/year problem by focusing on operational effectiveness and safeguarding of assets in the Transport and Logistics industry. These solutions include combining professionally trained staff with the latest AI technology and security surveillance equipment. Birdseye offers highly customized end-to-end remote security guard services, safety & compliance control and operations analytics reports to it’s enterprise client base. Birdseye employs over 350 professionals globally and is headquartered in Toronto Canada. About the Opportunity: Birdseye is scaling a 24/7/365 multi‑site Remote Video Monitoring (RVM) operation. We are simultaneously launching a LATAM station and rapidly deploying a proprietary AI platform across our stations. We need a senior operator who can lead complex, always‑on operations and own a disciplined, guardrailed AI rollout that improves SLAs/KPIs without regression. Business Objectives: SLA Excellence: ≥ 99.5% SLA adherence; declining breach rate QoQ. Rapid, Safe AI Rollout: ≥80% adoption of each production feature within ~60 days with non‑inferiority on all safety/availability SLAs and superiority on at least one efficiency/quality KPI. Leadership Bench: SOMs, Ops Coordinators, TLs trained and coached with defined competencies and cadences; >90% completion of leadership modules. LATAM Station Launch: Site selection, staffing, SOPs, go‑live; Day‑30 stability (coverage, KPI visibility, client onboarding readiness). Process & Cost: SOP harmonization across stations; measurable reduction in cost‑per‑monitored‑desk (target finalized with Finance). Applicants MUST have: 10–15+ years in large‑scale, multi‑site, 24/7 operations (RVM/SOC/GSOC, contact centre/BPO, security operations, logistics command centre, or similar). Proven AI/automation rollout experience in live operations with measurable impact (experiment design, non‑inferiority/superiority guardrails, change management, training enablement). Built and coached multi‑level leadership (SOMs/Coordinators/TLs) with documented improvements in KPIs/QA. Strong KPI design/QA background; comfortable running breach investigations and corrective action plans (CAPA). Effective cross‑functional leadership with Engineering/IT; data‑driven operator. International operations exposure; comfortable with Eastern European/LATAM travel. Nice to haves: MLOps familiarity (model lifecycle, monitoring, drift, feedback loops) Lean/Six Sigma exposure. Prior RVM or GSOC/security monitoring experience. This role will require the candidate to complete background checks (includes but not limited to: references, educational verification, criminal check, credit check - where applicable). Certain roles may also require testing. #LI-DNP #LI-DNI