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. The Manager partners closely with Sales, Marketing, Engineering, Construction, IT, and Analytics teams to identify process bottlenecks, standardize workflows, improve data quality, develop dashboards and reporting, support CRM and digital adoption, and lead special projects that advance Washington Gas's customer growth agenda. This role brings execution discipline to complex, cross-functional initiatives by defining milestones, owners, risks, dependencies, decision needs, and control plans that sustain improvements over time.
Business Excellence & Continuous Improvement
• 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.
Automation, Digital Enablement & Data Quality
• 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.
• Work with IT, Analytics, Sales Operations, and business owners to define requirements for system enhancements, data integrations, workflow automation, and customer-facing status visibility.
• Establish data quality routines, validation steps, ownership standards, and reporting governance to improve the accuracy, consistency, and timeliness of sales data.
• Convert manual tracking and ad hoc reporting into repeatable dashboards, management routines, and exception reports that support faster decisions and clearer accountability.
Performance Management, Dashboards & Insights
• 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.
• Ensure reporting is actionable, consistent, and aligned with the management routines used by the Senior Director of Sales and broader Customer Growth leadership team.
Project Management & Special Growth Initiatives
• 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.
• Coordinate cross-functional workstreams and ensure project owners understand deliverables, timing, handoffs, risks, and escalation needs.
• Support disciplined governance, including project kickoff, updates, milestone reviews, action tracking, issue resolution, change management, and closure documentation.
Customer Experience & Cross-Functional Accountability
• 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.
• Help design and implement service standards, response-time expectations, project status transparency, escalation routines, and internal handoff protocols that support a 'customer first' growth model.
• Work with operational partners to clarify ownership across departmental silos and reduce the risk of customers experiencing delays, unclear accountability, or repeated requests for information.
• Use customer feedback, project performance data, and frontline input to identify pain points and recommend changes that improve responsiveness, predictability, and accountability.
• Support change management, communications, training materials, and playbooks needed to embed new processes and ensure consistent execution across teams.
EDUCATION
Bachelor’s degree required; degree in business, engineering, operations, analytics, information systems, or a related field preferred.
WORK EXPERIENCE
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.
LICENSES AND CERTIFICATIONS
Lean Six Sigma, PMP, Agile, Prosci/change management, or similar certification preferred but not required.
SKILLS AND ABILITIES
• 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.
• Experience working across Sales, Marketing, Engineering, Construction, Customer, Finance, IT, Regulatory, Legal, or similar cross-functional teams preferred.
• Familiarity with utility new business processes, service activation, pipeline management, regulatory environments, capital planning, tariffs, or customer growth economics preferred.
• Commitment to accountability, continuous improvement, customer focus, diversity, equity, inclusion, and a high-performance culture.
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.
The Company values diversity in its workforce and encourages United States military veterans and service members who meet the qualifications to apply
Why work at AltaGas?
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.
We deliver affordable natural gas to approximately 1.7 million customers’ homes and businesses through regulated natural gas distribution utilities across four jurisdictions in the United States and two regulated natural gas storage utilities in the United States. Learn more about our team, vision, and strategy.
To learn more about our mission: https://youtu.be/k1mrKDdsYW8?si=y1k3NOyHxgf4emdL
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For Canadian hires: AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person's ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or any other characteristic protected by applicable law.
For U.S. hires: WGL/SEMCO/AltaGas offers a total rewards package that includes competitive pay, incentive bonus plans, holiday pay, 401K matching and a wide array of benefits. These benefits including medical, dental and vision coverage are designed to help you and your family stay healthy. We also have paid time off (PTO) to balance the demands of your work and personal life. Available benefits vary depending upon the specifics of the role.
U.S. affiliates of AltaGas are committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, ethnicity, religion, gender, age, national origin, marital status, sexual orientation, gender identity, family responsibilities, matriculation, physical or mental disabilities, political affiliation, genetic information, status as a protected veteran or any other characteristic protected by federal, state, or local law.
Skills Required
- Bachelor's degree in any field (business, engineering, operations, analytics, information systems preferred)
- 3+ years leading cross-functional projects, process improvement efforts, or operational performance programs
- Demonstrated ability to map current-state processes, perform root-cause analysis, design future-state workflows, and sustain improvements
- Strong project management skills including scope definition, milestone tracking, RACI, and risk management
- Experience developing dashboards, scorecards, trackers, and performance reporting to support operational decision-making
- Strong analytical skills to translate data and feedback into practical recommendations
- Excellent written and verbal communication, executive updates, and stakeholder facilitation skills
- Experience with CRM platforms, workflow tools, Power BI or other reporting tools, data quality routines, and process automation
- 7+ years related experience in process improvement, project management, sales operations, customer operations, business transformation, analytics, or utility/infrastructure environments
- Lean Six Sigma, PMP, Agile, Prosci/change management, or similar certification
- Experience working across Sales, Marketing, Engineering, Construction, IT, Finance, Regulatory, or Legal teams
- Familiarity with utility new business processes, service activation, pipeline management, regulatory environments, capital planning, tariffs, or customer growth economics
What We Do
We are a leading North American infrastructure company connecting customers and markets to affordable and reliable sources of energy. Every day, we leverage the strength of our people and our assets to connect our customers with premier energy solutions – from the well sites of upstream producers, to the doorsteps of homes and businesses, to markets around the world. With a strong portfolio of assets in some of the fastest growing energy markets, including a prominent position in the Montney basin and Utilities in key U.S. jurisdictions, we are developing an integrated footprint capable of delivering sustained value to shareholders and customers for many years to come.
