WGL - Sr Manager, Service Experience

At WGL, we're committed to revolutionizing customer experience. As the Sr. Manager, Service Experience, you'll play a pivotal role in ensuring seamless support for our global business operations. Join us on this exhilarating journey where you'll drive excellence in service delivery.

As theSr. Manager, Service Experience, you'll be the bridge between our users and technology. Your mission? Enhance the user experience, drive continuous improvement, and modernize our service desk operations. Collaborate with cross-functional teams globally to ensure our services exceed expectations. If you're a proactive leader who thrives in a remote work environment, this role is tailor-made for you.

You will:

• Provide leadership within our hybrid environment, seamlessly integrating both internal and outsourced resources for the Digital Service Desk and Deskside Support.
• Manage oversight of end-user devices including laptops, mobiles, tablets, and peripherals, ensuring that both the devices and the technology that supports them consistently deliver positive outcomes.
• Utilize a deep understanding of the Microsoft ecosystem, including Intune, Office 365, Teams, and Windows 11.
• Manage and optimize a Telecom Expense Management (TEM) system to enhance mobile user experiences while driving cost efficiencies.
• Define, develop, and sustain End-User Computing (EUC) Services and capabilities in alignment with broader Technology Services functions.
• Strategize and implement improvements to customer interactions across various touchpoints and communication channels.
• Collaborate with Service Delivery Management (SDM) to define and manage Experience & Service Level Agreements (XLAs & SLAs) for all supported services.
• Employ exceptional communication skills to effectively engage with customers, collaborate with internal teams, and articulate ideas and feedback.
• Lead the customer experience team towards consumer-centric initiatives and foster positive organizational change.
• Establish and maintain a robust Voice of the Customer (VoC) program.
• Analyze customer feedback and data to extract actionable insights, identifying opportunities to enhance the customer journey.
• Proactively adapt to evolving customer needs, industry trends, and shifts in the business landscape.
• Design and implement rigorous customer service standards to guarantee consistent and exceptional service delivery, thereby strengthening customer relationships.
• Provide round-the-clock escalation support to cross-functional teams during critical incidents as they arise.
• Monitor and report on key performance indicators (KPIs) related to customer satisfaction, offering regular insights to senior leadership and stakeholders.
• As a vital member of the Technology Infrastructure and Operations management team, lead and inspire the team to adopt principles of customer service, delivery excellence, and continuous improvement.

You have:

• Bachelor's Degree higher in a relevant discipline or equivalent work experience; professional certifications are a plus.
• 8+ Years years of progressively diverse IT leadership experience, with a strong focus on managing Service Desk and Deskside operations and technologies required
• Proficient in leveraging customer experience tools and software, including customer feedback management systems and advanced data analytics platforms.
• Demonstrated expertise with ServiceNow, particularly within a large organizational setting, is highly valued.
• In-depth knowledge of ITIL processes and adherence to industry best practices for incident management, service requests, and fulfillment.
• Certifications in customer experience management, such as the Certified Customer Experience Professional (CCXP), are highly beneficial, demonstrating a dedication to continuous learning and expertise in the field.

Why work at AltaGas?

AltaGasis a North American energy infrastructure company with a focus on owning and operating assets that provide clean and affordable energy to our customers. AltaGas assets include Washington Gas/WGL, SEMCO, and Petrogas. Our talented team, nearly3,000strong, 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 clean and affordable natural gas to approximately1.7 million customers' homes and businesses through regulated natural gas distribution utilities acrossfour 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://www.youtube.com/watch?v=hvYAAg21IuU

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.