WGL - Sr. Manager, Sales Excellence & Business Operations

About the role

The Sr Manager of Sales Excellence and Business Operations supports the Sales function by leading the automation, process improvement, data tracking, and project management capabilities needed to operate a modern, data-driven customer growth function. This role is accountable for translating growth priorities into disciplined project plans, repeatable processes, measurable performance routines, and actionable insights that improve pipeline visibility, reduce manual work, strengthen cross-functional accountability, and accelerate customer onboarding from initial contact through meter installation and activation.

Responsibilities

• Lead process improvement initiatives that reduce manual work, eliminate redundancies, improve handoffs, shorten cycle times, and drive customer satisfaction and loyalty.
• Apply structured continuous improvement methods, including current-state mapping, root-cause analysis, future-state design, pilots, controls, and sustained performance monitoring.
• Partner with cross-functional teams to document standardized workflows, service standards, handoff requirements, escalation paths, and role clarity across the customer acquisition lifecycle.
• Translate process pain points, customer feedback, employee feedback, and performance data into practical improvement plans with clear owners, milestones, benefits, and adoption measures.
• Identify early quick wins that build momentum while also developing longer-term operating improvements.
• Lead automation opportunities that streamline intake, lead qualification, project status updates, reporting, customer communications, and internal handoffs.
• Support adoption and disciplined use of CRM, pipeline dashboards, status trackers, workflow tools, and related digital platforms that improve visibility into lead sources, opportunity progression, aging, backlog, cycle times, and customer commitments.
• Establish data quality routines, validation steps, ownership standards, and reporting governance to improve the accuracy, consistency, and timeliness of sales data.
• Develop and maintain performance reporting that tracks growth initiatives, pipeline health, lead conversion, project cycle times, service level performance, rework, customer experience pain points, and other leading indicators.
• Lead project management for special initiatives that advance Washington Gas's customer growth agenda, including new business process modernization, market development support, key account initiatives, federal growth opportunities, customer onboarding improvements, and other assigned strategic priorities.
• Advance customer experience improvements that give developers, builders, key accounts, and new business customers clearer points of contact, better project visibility, more consistent communication, and faster issue resolution.

Requirements

• Bachelor’s degree required; degree in business, engineering, operations, analytics, information systems, or a related field preferred.
• 7+ years of related experience in process improvement, project management, sales operations, customer operations, business transformation, analytics, utility operations, or other infrastructure-intensive environments preferred.
• 3+ years of experience leading cross-functional projects, process improvement efforts, automation initiatives, data/reporting routines, or operational performance programs.
• Lean Six Sigma, PMP, Agile, Prosci/change management, or similar certification preferred but not required.

Skills

• Demonstrated ability to map current-state processes, identify root causes, design future-state workflows, implement controls, and sustain measurable improvements.
• Strong project management skills, including scope definition, work planning, milestone tracking, RACI development, risk management, stakeholder coordination, and executive reporting.
• Experience developing dashboards, scorecards, trackers, and performance reporting that support operational decision-making and accountability.
• Experience with CRM platforms, workflow tools, Power BI or other reporting tools, data quality routines, process automation, and change adoption preferred.
• Strong analytical skills with the ability to translate data, customer feedback, and process observations into practical business recommendations.
• Excellent written and verbal communication skills, including the ability to prepare concise executive updates, facilitate working sessions, and influence without direct authority.

Benefits

We offer a competitive salary range of $149,200 to $215,425 annually, commensurate with experience, education, and skills. In addition, we provide a comprehensive benefits package including health insurance, retirement plans, and paid time off.

Company Overview

AltaGas is a North American energy infrastructure company with a focus on owning and operating assets that provides affordable energy to our customers. AltaGas assets include Washington Gas/WGL, SEMCO, and Petrogas. Our talented team, nearly 3,000 strong, leverages the strength of our assets and expertise along the energy value chain to connect customers with premier energy solutions – from the well sites of upstream producers to the doorsteps of homes and businesses to new markets around the world.