Operations Manager
AGL Resources - Naperville, IL

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AGL Resources (NYSE: GAS)

is an Atlanta-based energy services holding company with operations in natural gas distribution, retail operations, wholesale services, midstream operations and cargo shipping. As the nation’s largest natural gas-only distributor based on customer count, AGL Resources serves approximately 4.5 million utility customers through its regulated distribution subsidiaries in seven states. The company also serves more than one million retail customers through its SouthStar Energy Services joint venture and

Nicor National

, which market natural gas and related home services. Other non-utility businesses include asset management for natural gas wholesale customers through Sequent Energy Management, ownership and operation of natural gas storage facilities, and ownership of Tropical Shipping, one of the largest containerized cargo carriers serving the Bahamas and Caribbean region. For more information, visit



Job Summary:
Primarily responsible for leading operational efforts for the $80m revenue Nicor Retail Services inclusive of Warranty Operations, Dispatch and Field Customer Care, Customer Retention, Facility and Office Management and Field Sales operational areas. Additional oversight may be necessary for specific Call Center Project Management activities as required. Seeking a self directed individual who will have multiple responsibilities and lead a staff with diverse disciplines for both internal and external customers. Management of this area includes the management of warranty agreements across multiple states with the fulfillment and customer service performed by approximately 250 3rd party service providers. Tactical leadership required to improve operational systems, processes, policies and reporting resulting in lean, yet efficient operations and effective cost control. Support Executive initiatives as assigned by executing information flow, organizational planning and key growth strategies. Develop business forecasts and projects to execute cost-savings process improvements.

Functional Expertise:
Operations Strategy Development including KPI’s and standard reporting

Institute continous improvement strategies across tactical teams to streamline operations

Support organizational planning, growth objectives & cost control strategies

Participate & support necessary system integration activities between functional areas

Manage & Develop staff for individual growth & department stability

Manage & Develop customer retention strategies across retail operations

Detail oriented with ability to multi-task and meet tight deadlines

Proven leadership abilities and strong business acumen

Business Acumen:
Ability to navigate financial and operational reports, recognizing challenges & opportunities

Experience developing and maintaining a comprehensive management reporting tools for financial and

Operation performance

Familiarity with continuous improvement methodologies

Experience with project methodologies

Familiarity with HVAC retail platform, extended warranty plans, energy savings plans, target marketing strategies

Day-to-day operational engagement and oversight

Bi-weekly leadership update sessions

Support Client Relations, Call Center Ops and shared services strategies as required

Driving Results:
Accountable for the efficiency of operations, including customer retention

Coordinate departmental objectives & guiding principals of success

Provide regular analysis of overall operational performance & redirect team as needed


Education, Certifications/Licenses:
Bachelor’s degree in Accounting, Finance or Business Field

Master’s Degree in related field

Related Work Experience:
10 years + managing moderate sized groups for operational related departments (Field Operations, Call Center Operations, IT/IS Operations, Back-office support Operations, Project Operations) & functions.

Specific Skills & Knowledge:
High Proficiency with MS Office with Advanced Excel expertise, general knowledge of Retail Services operating systems including Oracle, CMS/SMS and Agent Desktop

MS SQL, Noetix Reporting

Working Conditions/Physical Requirements:
Office environment

This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.

AGL Resources is an Equal Employment Opportunity and Affirmative Action employer. We maintain a drug-free workplace.

AGL Resources - 15 months ago - save job - block
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About this company
21 reviews
AGL Resources brings its resources to customers in seven states through its fleet of utilities. Its Nicor Gas unit has 2.2 million customers...