Everon, LLC, a significant player in the specialised security sector, has promoted Jay Robertson to the newly established role of Chief Business Operations Officer.
Ranked as the third-largest security firm in the United States by SDM Magazine, Everon is enhancing its leadership team to better focus on centralised customer-facing operations and crucial business support activities.
Robertson will report to Don Young, the Chief Executive Officer.
Role and responsibilities
The introduction of this role signifies Everon's strategic move towards enhancing customer experiences, streamlining processes through targeted investment in artificial intelligence, and boosting cross-functional alignment within the company.
Robertson's responsibilities include overseeing Everon’s comprehensive customer service operations and core business support initiatives.
Professional experience
Robertson brings over two decades of experience in the security industry, having worked with Protection 1, ADT, ADT Commercial, and Everon. He is noted for his strong track record in customer ownership. In his new capacity, Robertson will unify departments such as Monitoring Operations, Customer Care and Retention, Video Solutions, Shared Services, Product Management, and Project Management.
This organisational synergy aims to enhance operational efficiency and set the stage for Everon’s future development.
Enhancing customer experience
Everon merged customer-focused teams under one leader to create a unified client experienceEveron's decision to merge various customer-centric departments under a single leadership structure aims to build a cohesive and holistic experience for clients. This reorganisation fosters greater collaboration, accountability, and swift responsiveness, optimising the entire customer journey.
By integrating key operations—ranging from product management to customer care—Everon intends to better predict customer needs and deliver consistently superior interactions.
AI and new strategic goals
Under Robertson's leadership, Everon aims to leverage artificial intelligence to streamline operations and enhance customer engagement. The focus on AI will enable greater efficiency through process automation, enriching both employee coaching and customer interactions.
By employing AI-supported tools to manage routine tasks, Everon seeks to allow teams to concentrate on relationship-driven engagements, thereby improving operational scalability and service consistency.
Commitment to operational excellence
Don Young, Everon's Chief Executive Officer, stated, “Jay’s appointment marks an exciting and strategically important step in Everon’s evolution as a differentiated service provider and customer-centric security partner. By centralising our customer-facing operations and critical business support teams under a single leader, we are building the operational foundation required to achieve greater agility, speed, and service consistency.”
New leadership supports customer service
As part of Everon's focus on a customer-centric approach, the company has also welcomed Michael Forbes as Senior Director, Customer Care and Retention.
Starting his career in 2012 at Protection 1, Forbes will contribute significantly to promoting operational excellence, enhancing client satisfaction, and developing high-performing teams dedicated to delivering superior customer service experiences.
Everon, LLC, a foremost security integrator and premier provider of commercial security, video, fire and life safety solutions ranked the third-largest security company in the U.S. by SDM Magazine, announced the promotion of Jay Robertson to Chief Business Operations Officer, a newly created executive leadership role reporting directly to Don Young, Chief Executive Officer.
Role and responsibility
In this expanded position, Robertson will oversee Everon’s centralised, customer-facing operations along with the company’s core business support functions.
Establishing this new role represents an important milestone in Everon’s strategy to continually elevate the customer experience, streamline processes through intentional AI investment, and strengthen cross-functional alignment across the organisation.
Experience
With more than 20 years of experience in the security industry – including with Protection 1, ADT, ADT Commercial, and Everon – and a strong record of demonstrating customer ownership, Robertson will lead the Business Operations organisation.
This brings together Everon’s Monitoring Operations, Customer Care & Retention, Video Solutions, Shared Services, Product Management, and Project Management departments under a single, centralised operational leader. This consolidation is designed to create greater speed, efficiency, and operational agility to support Everon’s next phase of growth.
End-to-end experience for customers
By aligning these customer-impacting departments under a single pioneer, Everon is poised to create a more cohesive, end‑to‑end experience for its customers. This centralised structure enables deeper collaboration, clearer accountability, and faster responsiveness for a holistic approach to the customer journey.
By bringing key touchpoints together, from product management and operations logistics to monitoring and customer care, Everon is better equipped to anticipate customer needs, reduce friction, and deliver a consistently elevated experience across every interaction.
New goals
Additionally, Robertson’s organisation will advance Everon’s strategic use of artificial intelligence to streamline operational workflows and elevate customer engagement. This includes automating high‑volume processes to increase efficiency and ROI, and deploying advanced AI within Everon’s monitoring centers to support faster issue resolution, as well as enriched coaching and quality insights for frontline employees.
By incorporating agent‑assist and agentic AI tools to manage routine processes, Everon will enable teams to focus on higher‑value, relationship‑driven customer interactions – ultimately strengthening the organisation’s ability to scale operations and deliver service with greater speed and consistency.
Delivering operational excellence
“Jay’s appointment marks an exciting and strategically important step in Everon’s evolution as a differentiated service provider and customer-centric security partner,” said Don Young, Chief Executive Officer. “By centralising our customer-facing operations and critical business support teams under a single leader, we are building the operational foundation required to achieve greater agility, speed, and service consistency. Further supported by focused AI investment, Jay’s proven leadership will be instrumental in driving forward our commitment to delivering industry-leading operational excellence and exceptional value to our customers across the U.S.”
Key leadership addition supports Everon customer service experience
As part of Everon’s strengthened customer-centric strategy, Everon also welcomes Michael Forbes as Senior Director, Customer Care & Retention to join the Business Operations team. Forbes, who began his career on the frontlines of Protection 1 in 2012, will play a pivotal role in driving operational excellence, enhancing customer satisfaction, and building high-performing teams committed to delivering a world-class customer experience.
