Operations Manager

ACS Air Conditioning Specialist Inc•Covington, GA

17h•$75,000 - $80,000•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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