Director of Video Monitoring Operations

About the role

Birdseye Security Solutions is scaling a 24/7/365 multi‑site Remote Video Monitoring (RVM) operation while launching a new LATAM station and deploying a proprietary AI platform. The Director will lead complex, always‑on operations and own a disciplined AI rollout that improves service level agreements and key performance indicators.

Key responsibilities

• Maintain ≥99.5% SLA adherence and drive continuous reduction of breach rates.
• Lead rapid AI feature adoption (≥80% within 60 days) while ensuring safety and availability guardrails.
• Develop and coach multi‑level leadership (SOMs, Ops Coordinators, TLs) to achieve >90% completion of leadership modules.
• Oversee LATAM station launch – site selection, staffing, SOP creation, and achieve Day‑30 operational stability.
• Harmonize SOPs across stations and reduce cost‑per‑monitored‑desk in partnership with Finance.

Required profile

• 10‑15+ years managing large‑scale, multi‑site 24/7 operations (RVM, SOC, contact centre, logistics command centre, etc.).
• Proven experience rolling out AI/automation in live environments with measurable impact and robust change‑management processes.
• Demonstrated ability to build and coach leadership teams, improving KPIs and quality assurance metrics.
• Strong background in KPI design, QA, breach investigations and corrective action planning.
• Effective cross‑functional collaboration with Engineering/IT and data‑driven decision making.
• International exposure with willingness to travel to Eastern Europe and LATAM.

Required skills

• MLOps (model lifecycle management, monitoring, drift detection).
• Lean Six Sigma methodology.