Assistant Operations Manager

Assistant Manager – Back Office Operations (HVAC LOB Line of Business)

Location:

Shift:

Background:

back office operations

not a call center management role

Key Responsibilities:

1. Customer Operations Management

• Oversee inbound customer requests and ensure timely resolution of queries.
• Coordinate escalations and track ticket resolution metrics.
• Monitor and audit quality of inbound calls (agents as well as technicians).
• Improve NPS, CSAT, and other customer experience KPIs.

2. Field Technician Coordination

• Maintain real-time communication with HVAC technicians in the field.
• Track service schedules, delays, escalations, and real-time updates.
• Verify technician reporting, appointments, and service completion logs.

3. Procurement and Inventory Monitoring

• Coordinate with vendors to purchase HVAC equipment, parts, and tools.
• Track delivery timelines, backorders, and vendor performance.
• Maintain purchase logs and follow procurement SOPs.

4. Loyalty Program and Service Protocol Management

• Ensure adherence to internal service protocols and procedures.
• Administer and track customer loyalty program benefits and rewards.
• Maintain documentation of recurring customer servicing activities.

5. Performance & Incentive Tracking

• Calculate and process field technician commissions and incentive payouts.
• Monitor and process internal bonuses for agents and back office personnel.
• Maintain detailed records and ensure timely disbursals.

6. Training and Quality Control

• Lead daily

  scrum and huddle meetings

  for team alignment.
• Conduct

  call quality audits

  (both agent and technician calls).
• Monitor adherence to training protocols and process documentation.
• Identify process gaps and recommend improvements.

Who We’re Looking For:

• A

  dynamic, process-oriented professional

  with strong project management and people handling skills.
• Someone who

  thrives in a structured environment

  and can still adapt quickly to the daily operational needs of a field-intensive business.
• Must be

  comfortable with data-driven decision-making

  , reporting, and handling escalations.
• Able to

  manage multiple small processes

  simultaneously and ensure compliance and quality control across all of them.

Preferred Qualifications:

• 4–8 years of relevant experience in

  back office operations, customer success, or service-based business operations

  .
• Background in industries like

  HVAC, field service, logistics, healthcare, or repair & maintenance

  is preferred.
• Strong knowledge of Microsoft Excel, ticketing systems (like ServiceTitan or Zoho), and CRM tools.
• Experience with

  daily operational reporting

  , SOP management, and performance-based tracking.

Exclusions:

• No candidates from pure call center/BPO backgrounds.

• We do

  not require telecalling experience

  —this is

  not a tele-sales, BPO manager, or customer care role

  .
• Focus is on

  operations

  , not just managing customer calls.

If you're ready to lead behind the scenes and drive real operational impact—this is your chance to be the force that keeps everything running smoothly. Apply now and help shape the backbone of our field operations!