Head of Operations & Business Management

AIR CONDITIONING SPECIALIST, INC.

Operations Support Manager Multi-Brand HVAC & Plumbing Platform | Position Description Operations Support Manager Operations / Call Center Vice President of Operations / Chief Operating Officer Brand General Managers, Service and Install Managers, Call Center Leadership, Comfort Advisors, Marketing Director, and Finance Georgia-based, on-site, with platform-wide responsibility Travel 35%+ for brand and call center visits Full-time, exempt 75,000 - $80,000 base salary plus a 10% annual performance bonus, with possibility of bonus with go-gets and full benefits Position Summary ACS is a private-equity-backed platform of HVAC and plumbing companies operating under 14 brands across four regional groups. 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. Reporting and analysis. Build and maintain the recurring reporting that shows how every brand is actually performing, and keep the underlying data clean.

• Call center performance. Process compliance. Verify that every brand runs the ACS process the ACS way, and prove it with data rather than assumptions.
• 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.
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.
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.
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. 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.
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.
Serve as the operations counterpart to the Marketing Director. 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.
Hold brands accountable for answering the phone, booking the call, running the appointment, and following up on marketing-generated demand. How Performance Is Measured Illustrative. Specific targets are set annually with the Vice President of Operations.
Call Center
Follow-up activity logged per estimate by brand and seller; Close rate, presented-estimate rate, average ticket, financing attachment by brand and by seller
Reporting Quality
data accuracy and tagging completeness in ServiceTitan
Process Compliance
Audit score by brand against the ACS standard; Field Productivity
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.
Stand up the outstanding proposal audit and daily board-fill visibility for every brand. Publish the first process compliance scorecard.
Roll out the refreshed call center standards and train to them.
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.
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.
• 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.
Accepts nothing on the strength of a verbal assurance and always goes back to the data.
Will build the report in the morning and pick up the phone in the afternoon to close out a stalled proposal.
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.
Gets a veteran General Manager to change a practice by being useful and being right, not by escalating.
Prioritizes competing reporting deadlines and follow-up queues without being managed through them.
Primarily an office and call center environment, with regular travel to brand locations.
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.
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.