Operations Manager

AIR CONDITIONING SPECIALIST, INC.

Operations Support Manager

Multi-Brand HVAC & Plumbing Platform | Position Description

Title

Operations Support Manager

Department

Operations / Call Center

Reports To

Vice President of Operations / Chief Operating Officer

Works Closely With

Brand General Managers, Service and Install Managers, Call Center Leadership, Comfort Advisors, Marketing Director, and Finance

Direct Reports

None

Location

Georgia-based, on-site, with platform-wide responsibility

Travel

35%+ for brand and call center visits

FLSA Status

Full-time, exempt

Compensation

$75,000 - $80,000 base salary plus a 10% annual performance bonus, with possibility of bonus with go-gets and full benefits

Position Summary -

• Please NOTE: The travel for the beginning of this position will require 50%+/-

ACS is a private-equity-backed platform of HVAC and plumbing companies operating under 14 brands across four regional groups. The playbook is written, the systems are in place, and the scorecards exist. What separates a good month from a great one is whether every brand actually runs the process the same way, every day - and whether anyone is watching closely enough to know.

The Operations Support Manager is that person. Reporting to the Vice President of Operations / Chief Operating Officer, this role turns the data our field and call center operations generate into clear, usable reporting, then uses that reporting to hold brands accountable to the ACS standard. The role sits at the intersection of analysis and execution: build the report, read what it says, and go make sure the brand does something about it.

The work covers four things - operational reporting and analysis, call center performance, process compliance across brands, and follow-up on outstanding replacement proposals. The right person is analytical and detail-oriented, but is not content to email a report and move on.

What This Role Owns

• 1. Reporting and analysis. Build and maintain the recurring reporting that shows how every brand is actually performing, and keep the underlying data clean.
• 2. Call center performance. Keep the call boards full and the centers efficient, and push outbound effort when inbound demand will not carry the budget.
• 3. Process compliance. Verify that every brand runs the ACS process the ACS way, and prove it with data rather than assumptions.
• 4. Proposal follow-up. Own the outstanding proposal report, make sure unsold estimates are being worked, and re-engage the ones that are not.

Essential Duties and Responsibilities

Reporting and Data Analysis

• Build, maintain, and distribute the recurring daily, weekly, and monthly reporting out of ServiceTitan: call volume, booking rates, dispatch efficiency, technician performance, revenue, membership, and the estimate and proposal pipeline.
• Analyze operational and sales data across the call center and field operations to identify trends, bottlenecks, and opportunities, and bring the findings to the Vice President of Operations with a recommendation attached.
• Partner with leadership to define and track the KPIs on the platform scorecard, and keep KPI definitions and rollup logic consistent across all 14 brands so the numbers compare apples to apples.
• Audit the data entered into ServiceTitan for accuracy and completeness - job types, lead source attribution, tagging, and job costing - and drive corrections at the source rather than patching them in the report.
• Build dashboards and ad hoc analysis to support decisions by operations, sales, and marketing leadership.
• Support the monthly business review with execution-side analysi