Operations Manager

Job Description

Job Description

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 analysis, and track the follow-up on commitments made in that meeting.

Call Center Performance and Board Fill

• Monitor call center performance across the platform: speed to answer, abandoned call rate, booking rate, average handle time, first-call resolution, and conversion by customer service representative.
• Watch the call board daily. Know how many service calls each brand has booked against capacity, how far out the board is scheduled, and where the holes are before the day starts.
• Tie board fill to the revenue budget. Know what a brand needs on the board this week to hit its number, and raise the alarm early when the math does not work.
• Drive outbound effort when inbound demand will not fill the board - maintenance agreements due, unsold estimates, recall and deferred repair lists, membership renewals, and dormant customer campaigns.
• Document and continuously refine call center standard operating procedures: booking protocols, call scripts, escalation paths, and quality standards.
• Monitor call recordings and quality scoring to identify coaching opportunities and process gaps, and work with call center leadership to close them.
• Help train new and existing call center staff on ServiceTitan workflows and best-practice standards.

Process Compliance Across Brands

• Maintain and communicate the ACS standard operating procedures for the core operating functions: call taking and booking, dispatch and scheduling, technician workflow, estimate presentation and follow-up, install handoff, quality control, warranty and callback handling, and job closeout.
• Audit brand adherence on a defined rotation and publish a process compliance scorecard by brand, so execution is visible next to financial results.
• Work with General Managers on corrective action when a brand falls out of compliance, and follow through until the behavior sticks.
• Identify where a brand's local practice is better than the standard, and promote it to the platform standard rather than defending the document.
• Support the plumbing expansion with process build-out, reporting, and follow-up discipline for the new service line.

Proposal and Estimate Follow-Up

• Own the outstanding proposal report for HVAC and plumbing replacement estimates: size, aging, owner, and status by brand and by seller.
• Verify that brands are working their unsold estimates to the ACS standard. Audit ServiceTitan for logged follow-up activity - not just whether an estimate closed, but whether anyone touched it and when.
• Re-engage stalled opportunities directly when a brand is not working them, coordinating with comfort advisors and management to get the proposal back in front of the customer.
• Track follow-up activity, objections, and outcomes, and keep proposal status current in ServiceTitan.
• Report on pipeline health - aged proposal dollars, touch rate, recovery rate, and close rate by brand and by seller - and escalate brands that consistently leave estimates unworked.

Marketing and Lead Conversion Support

• Serve as the operations counterpart to the Marketing Director. Marketing generates the lead; this role reports on what the brands do with it once it arrives.
• Keep lead source attribution accurate in ServiceTitan so campaign performance and cost per acquired customer can be trusted.
• Monitor and report the conversion chain end to end - lead to booked call, booked to run, run to estimate presented, estimate to sold - and flag where it is breaking.
• Hold brands accountable for answering the phone, booking the call, running the appointment, and following up on marketing-generated demand. A missed call is a wasted marketing dollar, and someone has to say so out loud.

How Performance Is Measured

Illustrative. Specific targets are set annually with the Vice President of Operations.

Area

What Gets Measured

Cadence

Call Center

Speed to answer, abandoned call rate, booking rate, calls on the board versus capacity and versus budget

Daily / Weekly

Proposal Follow-Up

Follow-up activity logged per estimate by brand and seller; aged proposal dollars; recovery rate

Weekly

Sales Conversion

Close rate, presented-estimate rate, average ticket, financing attachment by brand and by seller

Weekly

Lead Conversion

Lead to booked call, booked to run, and cost per sold job by campaign

Weekly

Reporting Quality

On-time delivery of recurring reports; data accuracy and tagging completeness in ServiceTitan

Monthly

Process Compliance

Audit score by brand against the ACS standard; open corrective actions and days to close

Monthly

Field Productivity

Revenue per technician per day, first-time fix rate, callback and rework percentage

Monthly

First Twelve Months

• Days 1-45.  Learn the platform and the reporting. Visit the call centers and the largest brands. Produce a written baseline of where each brand stands on call board fill, process adherence, and proposal follow-up.
• Days 45-120.  Get the recurring report package stable and trusted. Stand up the outstanding proposal audit and daily board-fill visibility for every brand. Publish the first process compliance scorecard.
• Days 120-240.  Close the biggest measurable gaps in booking rate, lead conversion, and proposal recovery. Roll out the refreshed call center standards and train to them.
• Months 9-12.  Every brand audited on a published rotation, follow-up compliance visible weekly without anyone having to ask for it, and a measurable lift in recovered proposal revenue.

Qualifications

Required

• 3-7 years in operations, reporting and analysis, call center management, or sales support, ideally in home services, HVAC and plumbing, or another skilled trade.
• Hands-on experience building reports and dashboards out of ServiceTitan or a comparable field service platform - able to pull the data, check it, and explain what it means.
• Strong Excel skills; experience with a BI or dashboard tool (Power BI, Tableau, Looker Studio) is a plus.
• Working knowledge of call center operations: booking rate, staffing to demand, script and quality management, and outbound campaign execution.
• Experience owning or auditing an estimate or proposal pipeline, including follow-up discipline and measurable improvement in conversion.
• Excellent verbal communication and comfort making outbound customer calls when a proposal needs to be re-engaged.
• The interpersonal skill to influence General Managers and field leaders without direct authority over them.
• Willingness to travel 35%+ and to spend time in call centers, shops, and job sites.
• Valid driver's license and an insurable driving record.

Preferred

• Associate's or Bachelor's degree in business, data analytics, or a related field, or equivalent practical experience.
• Experience in a multi-brand, multi-location, or private-equity-backed platform environment.
• Working knowledge of both HVAC and plumbing operations.
• Prior experience partnering with a marketing function on lead flow, attribution, and conversion.

Key Attributes

• Inspects what is expected.  The defining trait of this role. Accepts nothing on the strength of a verbal assurance and always goes back to the data.
• Analyst and operator both.  Will build the report in the morning and pick up the phone in the afternoon to close out a stalled proposal.
• Detail-driven.  Notices that a brand has been miscoding lead sources, or that a seller has not touched an estimate in 21 days, before anyone else does.
• Influence without authority.  Gets a veteran General Manager to change a practice by being useful and being right, not by escalating.
• Direct and respectful.  Delivers uncomfortable feedback early, plainly, and without drama.
• Self-directed.  Prioritizes competing reporting deadlines and follow-up queues without being managed through them.

Working Conditions

• Primarily an office and call center environment, with regular travel to brand locations.
• Please NOTE: The travel for the beginning of this position will require 50%+/-
• Periodic overnight travel across Georgia, Tennessee, South Carolina, and other platform markets.
• Occasional exposure to shops, warehouses, and job sites during brand visits.
• Standard business hours, with occasional flexibility to support call center coverage, peak season, and reporting deadlines.

Air Conditioning Specialist, Inc. is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. This description outlines the general nature of the work performed and is not an exhaustive list of all duties, responsibilities, or qualifications.

Established HVAC and plumbing companies serving the southeast for over 70 years!

Company Description

Established HVAC and plumbing companies serving the southeast for over 70 years!