Everon, LLC, recognized as the third-largest security company in the United States by SDM Magazine, has announced the promotion of Jay Robertson to the position of Chief Business Operations Officer.
This new executive role reports directly to Chief Executive Officer Don Young and marks a significant development in the company's leadership structure.
Role and Responsibilities
In this newly established role, Robertson will be responsible for Everon’s centralized, customer-facing operations in addition to overseeing core business support functions.
This initiative is a key element of Everon’s strategic plan to enhance the customer experience, optimize operational processes through artificial intelligence, and improve cross-departmental collaboration.
Significant Experience in Security
Robertson brings over 20 years of industry experience, having previously worked with companies such as Protection 1, ADT, and ADT Commercial, before joining Everon. His extensive background and proven dedication to customer ownership position him well to lead the Business Operations team.
This leadership will unify various functions, including Monitoring Operations, Customer Care & Retention, Video Solutions, Shared Services, Product Management, and Project Management, under a single operational leader to increase efficiency and support Everon’s growth trajectory.
Enhancing Customer Experience
Everon seeks to better predict customer needs and ensure a superior experience at every contactThe consolidation of these key departments under Robertson's oversight aims to foster a more seamless and coherent customer experience. This organizational structure is designed to promote collaboration, establish clear accountability, and provide faster service responses, thus ensuring a comprehensive approach to the customer journey.
By integrating critical touchpoints such as product management and customer care, Everon seeks to better predict customer needs and ensure a superior experience at every contact.
Advancing with AI Integration
Robertson's team will strategically employ artificial intelligence to enhance operational workflows and enrich customer engagement. This includes automating routine processes to boost efficiency and return on investment, and introducing sophisticated AI tools in Everon’s monitoring centers to facilitate quicker issue resolution and offer valuable insights for frontline teams.
The integration of AI will allow Everon's workforce to focus on more meaningful, customer-centric interactions, bolstering the company’s capability to expand operations and deliver high-quality service.
Strategic Appointment
CEO Don Young remarked, “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 centralizing 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.”
Team Expansion
As part of its intensified focus on customer service, Everon also announced the addition of Michael Forbes as Senior Director, Customer Care & Retention, to the Business Operations team.
With a career starting at Protection 1 in 2012, Forbes is set to play a crucial role in promoting operational excellence, boosting customer satisfaction, and building high-performing teams dedicated to a world-class customer experience.
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 centralized, 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 organization.
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 organization.
This brings together Everon’s Monitoring Operations, Customer Care & Retention, Video Solutions, Shared Services, Product Management, and Project Management departments under a single, centralized 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 centralized 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 organization 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 organization’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 centralizing 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.
