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-DNISkills Required
- 5+ years experience remotely managing multiple call center locations
- Experience with International North American companies
- Experience overseeing operations that employ no less than 500 people
- University Degree or Equivalent
- Professional English speaking and writing proficiency
- Excellent interpersonal, oral and written communication skills
- Ability to translate strategy into tactical actions
- Ability to work with diverse groups of people
- A positive disposition
- Ability to excel in a fast-paced and high growth environment
What We Do
At Birdseye Security Solutions, we pride ourselves on offering the most effective facility risk management tool currently available on the market. In today's ever-changing landscape, innovative and forward-thinking companies recognize the crucial need for advanced security measures to safeguard their valuable assets and ensure the safety of their employees. Our cutting-edge solution is designed to cater to these requirements, combining state-of-the-art technology with intelligent analytics to provide real-time insights and actionable recommendations. Our system takes a proactive approach to identifying potential risks and vulnerabilities before they escalate into serious security threats. By staying ahead of potential issues we can take preventive measures and effectively mitigate risks. With Birdseye Security Solutions, companies can elevate their security protocols to new heights, creating a safer environment for their employees and visitors while safeguarding their assets. Our solution is designed to streamline operations and enhance overall efficiency and productivity within your organization. We understand the impact that security breaches can have on businesses, both financially and in terms of reputation. With our comprehensive features and innovative approach to facility risk management, Birdseye Security Solutions significantly reduces the risk of costly security breaches, providing our clients with peace of mind and confidence in their security measures. Join us on our journey to revolutionize facility risk management and security. Incorporate Birdseye Security Solutions into your operations today and experience the latest advancements in security technology. Together, let's build a safer and more secure future for your organization
