Director of Video Monitoring Operations
At a glance
Leadership Video Production role at birdseyeaccount. Mississauga · full-time.
Pay not stated Video Production salary
Growth Roles summary, based on the employer's posting.
What you'll do
- You’ll run an always-on, multi-location video monitoring operation against strict SLA targets
- You’ll lead controlled AI adoption across stations while tracking safety, availability, efficiency, and quality
- You’ll launch the LATAM station through site choice, hiring, SOP creation, go-live, and stabilization
- You’ll develop SOMs, coordinators, and team leads through defined training and coaching routines
- You’ll standardize operating procedures, investigate breaches, manage CAPAs, and improve monitoring-desk costs
What you bring
- You bring at least ten years leading large, distributed operations that run continuously, such as RVM, SOC, BPO, logistics, or security teams
- You’ve introduced AI or automation into live operations using testing, safeguards, training, and measurable results
- You’ve built and coached layered leadership teams with documented KPI or quality improvements
- You can design KPIs and QA programs, investigate SLA failures, and lead corrective action plans
- You’ve worked internationally, can partner with engineering and IT, and can travel to Eastern Europe and Latin America
Who this fits
You’ll suit a senior operator comfortable reporting to the CEO while scaling a global remote monitoring function and opening a LATAM station. Toronto is strongly preferred, and regular travel to Eastern Europe and the new South or Central American station is required. Background screening is required, with some roles also involving testing.
From the employer
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.
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