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
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 Service Titan: 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 Service Titan 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…
