Area Operations Support Leader

Johnson Controls is a global leader in smart, healthy, and sustainable buildings, helping customers improve safety, performance, and efficiency across their operations. In this role, you will support Area teams that deliver HVAC installation work by strengthening order-to-cash execution, coaching Customer Operations Associates, and improving financial and operational consistency.

The Area Operations Support Leader helps drive Installation Operations productivity and profitability across assigned Area(s). Reporting to the HVAC National Systems Senior Program Manager, this role partners with Area leadership, Install Managers, Area Systems Leaders, and Customer Operations Associates to reinforce BSNA Installation Operations delivery standards, address forecasting and billing issues, and support healthy backlog, utilization, and project administration.

• Coach and support back-office Operations Management Discipline (OMD) standards in alignment with BSNA objectives for sustainable, profitable growth.
• Serve as the primary escalation point for Customer Operations Associates I and II, as well as Metro Market Customer Operations Associates, by providing guidance, issue resolution, and process alignment.
• Monitor local market performance and proactively address cost overruns, billing, TWC, revenue and xGM forecasts, re-estimates, backlog reviews, U , AR, and project utilization.
• Partner with Area Systems Leaders and Install Managers to investigate forecasting and financial issues and recommend or implement solutions.
• Analyze staffing levels for project administrative functions within assigned Area(s) and recommend changes that support customer satisfaction and cost-effective execution.
• Support local market leadership with role clarity, hiring guidance, annual performance evaluations, onboarding, mentoring, and training plans for new and existing COAs.
• Participate in backlog reviews, OMD-designated operations meetings, and local market coaching activities to strengthen execution and accountability.
• Work with HQ Operations Support to identify OMD training gaps, recommend process and tool improvements, support quarterly release testing, and share feedback on additional support needs.
• Support COAs with system changes, subcontract management, OCIP, certified payroll, prevailing wage, and other complex contract-related issues.
• Perform other duties as assigned.

• You will stay close to the work by using dashboard metrics, backlog reviews, and local market visits to spot issues early and remove barriers before they affect customer outcomes.
• You will own outcomes with accountability by responding quickly to forecasting, billing, and staffing concerns and ensuring actions are tied to financial and operational impact.
• You will improve every day by turning recurring issues into practical training, process adjustments, and clearer work standards.
• You will win as one team through open communication with Area leadership, COAs, HQ Operations Support, and local market partners.
• You will reinforce consistency and integrity by following OMD practices, supporting delivery standards, and ensuring work is tracked, documented, and escalated appropriately.

• Bachelor's degree in Construction Management, Business Administration, Finance, or equivalent directly related work experience.
• Two to three years of experience in the construction industry or contracting business performing similar contract and project management functions.
• Ability to effectively represent JCI and communicate with customers and stakeholders at varying levels.
• Demonstrated ability to handle a large and diverse number of projects and issues simultaneously with tact, cooperation, and persistence.
• Ability to prioritize work activities based on financial impact to business goals.
• High level of productivity and efficiency.
• Proven timeliness in communication, with a focus on customer satisfaction and team building.
• High-level understanding of HVAC system operations and exposure to cost accounting.
• Working knowledge of PCs and packaged software, including Advanced Excel (pivot tables, VLOOKUP, and formula functions),…