Platform Operations & Reporting Lead

Air Conditioning Specialist, INC; Covington (GA); On-site; USD 75,000 - 80,000; Full time

Benefits offered by this job

Full benefits

Competitive base compensation

Job summary

Air Conditioning Specialist, Inc. is seeking an Operations Support Manager for our Georgia-based, on-site platform with platform-wide responsibility. The role turns field and call center data into clear reporting and uses it to hold brands to the ACS standard.

Travel is 35%+; reports to VP of Operations/COO; base salary $75,000–$80,000 with a 10% annual performance bonus and full benefits. The role focuses on operational reporting, call center performance, process compliance across brands, and

Qualifications

• 3–7 years in operations, reporting and analysis, call center management, or sales support, ideally in home services/HVAC/plumbing.
• Hands-on experience building reports and dashboards out of ServiceTitan or similar platforms.
• Strong Excel skills; experience with BI or dashboard tools (Power BI, Tableau, Looker Studio) is a plus.
• Working knowledge of call center operations: booking rate, staffing to demand, script and quality management.
• 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 calls to re-engage proposals.
• Interpersonal skill to influence General Managers and field leaders without direct authority.
• Willingness to travel 35%+ and spend time in call centers, shops, and job sites.
• Valid driver's license and insurable driving record.

Responsibilities

• Build, maintain, and distribute recurring daily, weekly, and monthly reporting from ServiceTitan: call volume, booking rates, dispatch efficiency, technician performance, revenue, and pipeline.
• Analyze data across call center and field operations to identify trends, bottlenecks, and opportunities, and present recommendations to the VP of Operations.
• Define and track KPIs on the platform scorecard, ensuring apples-to-apples comparison across all brands.
• Audit data for accuracy and completeness, drive corrections at the source.
• Build dashboards and ad hoc analyses to support decisions by operations, sales, and marketing.
• Support monthly business review with execution‑side analysis and track follow-up on commitments.

Skills

Operations management

Reporting & analytics

Excel

BI dashboards

Communication

Travel readiness

Education

Bachelor's degree in business or data analytics

Associate's degree in business or related field

Tools

ServiceTitan

CRM systems

Job description

Air Conditioning Specialist, Inc. is seeking an Operations Support Manager for our Georgia-based, on-site platform with platform-wide responsibility. The role turns field and call center data into clear reporting and uses it to hold brands to the ACS standard.

Travel is 35%+; reports to VP of Operations/COO; base salary $75,000–$80,000 with a 10% annual performance bonus and full benefits. The role focuses on operational reporting, call center performance, process compliance across brands, and