Manager, Customer Operations Transformation

WGL - Manager, Customer Operations Transformation

At WGL, we’re transforming how energy meets customer experience. As a Manager, Customer Operations Transformation, you’ll be the architect of change turning big ideas and wish lists into actionable strategies that redefine operations. This is your opportunity to influence enterprise-wide initiatives, partner with senior leadership, and bridge the gap between Customer Operations and Digital Innovation.

• Shape transformation strategies that align with business goals – analyze performance, identify opportunities, and define success metrics that drive measurable results.
• Design and develop integrated workflows – create detailed process steps for internal users and map how these processes intersect with systems, including system actions and outputs. Reimagine operations – streamline processes, integrate workflows, and harness digital tools and data to boost efficiency and decision‑making.
• Drive cross‑functional initiatives – partner with internal teams, Digital, and vendors to deliver projects on time and budget.
• Champion collaboration and change management to ensure smooth transitions and continuous improvement.
• Safeguard compliance – anticipate risks, implement mitigation strategies, and ensure all transformation efforts meet regulatory and internal standards.

• Supervisory or Leadership experience in customer‑based operations (billing, call center, etc.).
• Expertise in strategic planning, project management, and stakeholder engagement.
• Strong understanding of how systems function and interact – able to create detailed workflows and map process/system intersections to identify improvements and leverage digital capabilities without performing configurations.
• A knack for turning complexity into clarity and driving change with confidence.
• Bachelor’s Degree in Business Administration, Management, or related.

• Influence enterprise‑wide initiatives that redefine operations and customer engagement.
• Work at the intersection of business strategy and digital solutions to create integrated workflows and smarter processes.
• Partner with senior leaders and cross‑functional teams in a culture that values continuous improvement and professional development.

We offer a competitive salary range of $114,700 to $166,450 per year, 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.

Alta Gas 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.

WGL/SEMCO/Alta Gas 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 on the specifics of the role.

U.S. affiliates of Alta Gas 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.