Director of Video Monitoring Operations

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    "description": "<ul></ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\"><span style=\"color: rgb(61, 142, 185)\"><span style=\"font-weight: bold\"><span style=\"color: #222222; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Location: </span><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 12pt\">Toronto, ON (strongly preferred)</span><span style=\"color: #222222; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\"><br></span><span style=\"color: #222222; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Travel: </span><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 12pt\">Regular to Eastern Europe and a new South/Central America station</span><span style=\"color: #222222; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\"><br></span><span style=\"color: #222222; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Reports to: </span><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 12pt\">CEO</span><span style=\"color: #222222; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\"><br></span><span style=\"color: #222222; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Department: </span><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 12pt\">Operations (Remote Video Monitoring)</span></span></span></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\"><span style=\"color: rgb(61, 142, 185)\"><br></span></span><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\"><span style=\"color: rgb(61, 142, 185)\">Company Overview:</span></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\">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 &amp; compliance control and operations analytics reports to it’s enterprise client base. Birdseye employs over 350 professionals globally and is headquartered in Toronto Canada.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\"><span style=\"color: rgb(61, 142, 185)\">About the Opportunity:</span></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\"><span style=\"color: rgb(34, 34, 34)\">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.</span></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\"><br></span><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\"><span style=\"color: rgb(61, 142, 185)\">Business Objectives:</span></span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"color: rgb(34, 34, 34); font-weight: bold\">SLA Excellence: </span><span style=\"color: rgb(34, 34, 34)\">≥ 99.5% SLA adherence; declining breach rate QoQ.</span><span style=\"color: rgb(34, 34, 34); font-weight: bold\"><br></span></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"color: rgb(34, 34, 34); font-weight: bold\">Rapid, Safe AI Rollout: </span><span style=\"color: rgb(34, 34, 34)\">≥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.</span><span style=\"color: rgb(34, 34, 34); font-weight: bold\"><br></span></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"color: rgb(34, 34, 34); font-weight: bold\">Leadership Bench: </span><span style=\"color: rgb(34, 34, 34)\">SOMs, Ops Coordinators, TLs trained and coached with defined competencies and cadences; &gt;90% completion of leadership modules.</span><span style=\"color: rgb(34, 34, 34); font-weight: bold\"><br></span></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"color: rgb(34, 34, 34); font-weight: bold\">LATAM Station Launch: </span><span style=\"color: rgb(34, 34, 34)\">Site selection, staffing, SOPs, go‑live; Day‑30 stability (coverage, KPI visibility, client onboarding readiness).</span><span style=\"color: rgb(34, 34, 34); font-weight: bold\"><br></span></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"color: rgb(34, 34, 34); font-weight: bold\">Process &amp; Cost: </span><span style=\"color: rgb(34, 34, 34)\">SOP harmonization across stations; measurable reduction in cost‑per‑monitored‑desk (target finalized with Finance).</span></span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\"><span style=\"color: rgb(61, 142, 185)\">Applicants MUST have:</span></span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"color: rgb(34, 34, 34)\">10–15+ years in large‑scale, multi‑site, 24/7 operations (RVM/SOC/GSOC, contact centre/BPO, security operations, logistics command centre, or similar).</span><span style=\"color: rgb(34, 34, 34)\"><br></span></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"color: rgb(34, 34, 34)\">Proven AI/automation rollout experience in live operations with measurable impact (experiment design, non‑inferiority/superiority guardrails, change management, training enablement).</span><span style=\"color: rgb(34, 34, 34)\"><br></span></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"color: rgb(34, 34, 34)\">Built and coached multi‑level leadership (SOMs/Coordinators/TLs) with documented improvements in KPIs/QA.</span><span style=\"color: rgb(34, 34, 34)\"><br></span></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"color: rgb(34, 34, 34)\">Strong KPI design/QA background; comfortable running breach investigations and corrective action plans (CAPA).</span><span style=\"color: rgb(34, 34, 34)\"><br></span></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"color: rgb(34, 34, 34)\">Effective cross‑functional leadership with Engineering/IT; data‑driven operator.</span><span style=\"color: rgb(34, 34, 34); font-weight: bold\"><br></span></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\"><span style=\"color: rgb(34, 34, 34)\">International operations exposure; comfortable with Eastern European/LATAM travel.</span><br><br><br></span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\"><span style=\"color: rgb(61, 142, 185)\">Nice to haves:</span></span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">MLOps familiarity (model lifecycle, monitoring, drift, feedback loops)</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Lean/Six Sigma exposure.<span style=\"font-weight: bold\"><br></span></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt\">Prior RVM or GSOC/security monitoring experience.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\"><em><span style=\"color: rgb(34, 34, 34)\">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.</span></em></span></p>\n<span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\"><em><span style=\"color: rgb(34, 34, 34)\"><span style=\"color: rgb(29, 28, 29); font-size: 8pt\">#LI-DNP</span></span></em></span>\n<span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\"><em><span style=\"color: rgb(34, 34, 34)\"><span style=\"color: rgb(29, 28, 29); font-size: 8pt\"><span style=\"font-size: 8pt\">#LI-DNI</span></span></span></em></span>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold\"><em><br></em></span><br></p>",
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