VP, Customer Operations

Job Summary: Shapes the strategy, performance and regulatory compliance of LUMA's billing, payment, revenue protection and back-office operations, Customer Programs portfolio, CC&B projects, enterprise risk and integrity initiatives, incident management, and CX reporting and analytics. Establishes enterprise standards for accuracy, integrity and operational excellence, represents the organization with regulators and stakeholders, and builds a high-performing organization that delivers measurable value for customers and the utility.

Job Description:

• Leads strategic oversight of billing operations by directing system controls, continuous improvements, revenue-protection strategies and performance analytics to ensure accurate billing, timely exception resolution, optimized collections performance, informed decision-making and regulatory reporting.
• Oversees operational execution of billing and payment functions by managing vendors and service providers and leading multi-channel payment operations to strengthen financial controls, transaction accuracy, security and customer experience.
• Leads enterprise risk and integrity efforts by directing incident response for billing and IT disruptions and overseeing fraud and energy-theft prevention to ensure timely resolution, root-cause mitigation and coordinated corrective actions.
• Aligns strategic planning and execution for Customer Programs, including DER portfolios, by establishing strategy, performance targets and budgets, and ensuring teams deliver on schedules, manage risks and achieve program outcomes.
• Represents the organization with regulators and key stakeholders while ensuring Customer Programs are supported by accurate billing, CIS functionality and compliant processes aligned with PREB mandates, industry standards and system requirements.
• Oversees Customer Care & Billing (CC&B) projects by prioritizing enhancements and governing scope, schedule, budget and release readiness in partnership with IT to ensure system changes improve billing accuracy and meet regulatory requirements.
• Ensures enterprise governance, internal controls, ethical standards and operational continuity while building a high-performing organization through mentorship, succession planning, accountability, and effective budget and resource management to meet regulatory and organizational commitments.
• Champions and models enterprise-wide adherence to governance, compliance, and ethical standards while fostering a workplace culture rooted in diversity, safety, fairness, open communication, and the highest levels of ethical behavior to uphold organizational integrity and regulatory alignment.
• Leads and supports organizational strategies for the restoration of critical services and emergency preparedness to ensure business continuity and community trust.
• Embraces and leads additional strategic responsibilities as needed to advance enterprise objectives and organizational resilience.

Supervisory responsibilities: Yes

Additional Job Description:

Education & Experience Required Qualifications:

• Bachelor’s degree in Business Administration, Management, Finance, Engineering or related field.
• 15 years' experience in similar functional role, with responsibilities of planning, budgeting, and at least 8 years' experience in utility senior leadership or executive-level roles overseeing multiple business units or enterprise-level functions.
• 12 years of progressive experience in utility billing, utility customer operations, customer service or related utility operations.
• Experience leading organizational initiatives, managing projects, and overseeing large budgets and complex operations.
• Experience in budget planning, forecasting and administration.
• Proven track record of improving billing accuracy, efficiency and revenue performance.

Preferred Qualifications:

• Master’s degree.
• Experience with process improvement methodologies (e.g., Lean, Six Sigma).
• Knowledge of the energy industry and its regulatory requirements; experience with distributed energy resource or customer programs.

Additional Qualifications: Additional education may substitute for the required experience when it aligns with the competencies and knowledge necessary for the role:

• Master’s degree in Business Administration, Management, Finance, Engineering or related field may substitute when accompanied by a minimum of 12 years of utility experience performing related functions and at least 8 years of progressive experience in in senior leadership or executive-level roles overseeing multiple business units or enterprise-level functions.
• Doctor’s degree in Business Administration, Management, Finance, Engineering or related field may substitute when accompanied by a minimum of 10 years of utility experience performing related functions and at least 6 years of progressive experience in senior executive-level roles overseeing multiple enterprise-level functions.

Competencies (Skills)

• Operational Excellence and Process Expertise: Deep knowledge of billing, payment, back‑office operations, customer service best practices, and strong organizational planning, prioritization and risk‑management skills.
• Strategic and Analytical Leadership: Strategic thinking and problem‑solving ability paired with data‑driven decision making, including defining KPIs and leveraging analytics for improvement.
• People Leadership and Culture Building: Demonstrated ability to lead and inspire cross‑functional teams, build high‑performing organizations, and foster a culture of accountability, agility and continuous improvement.
• Communication and Stakeholder Influence: Exceptional written and verbal communication skills with the ability to influence senior leaders, regulators and external stakeholders, supported by bilingual proficiency in Spanish and English.
• Results and Tools Proficiency: Strong results orientation with a track record of achieving program and performance goals, complemented by proficiency in Microsoft Office Suite.

Licenses/Certifications Required:

• Valid Puerto Rico driver's license

Travel Requirements

• 20%

Physical Demands

• Stationary Position: Frequently
• Pushing/ Pulling/ Reaching: Seldom
• Kneel: Seldom
• Grab: Seldom
• Bend: Seldom
• Lift/ Carry over: 0 - 15 pounds

Working Conditions

• Wet or humid: Seldom
• Working near or on moving mechanical parts: Never
• Working near or on heavy machinery: Never
• Working in high places: Never
• Exposed to fumes or airborne particles: Never
• Frequency of working in outdoor weather conditions: Never
• Work with electricity: Never
• Loud noise conditions: Seldom

LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws.