WGL - Sr. Manager, Sales Excellence & Business Operations

Job Description

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 info