Chief of Staff, Customer Experience

LUMA Energy•Santurce, PR

About The Position

The Chief of Staff, Customer Experience partners with the Chief Customer Experience Officer to align enterprise priorities and lead governance, decision-making, and execution across billing, revenue protection and collections, distributed energy resources, energy efficiency and virtual power plant strategy, Voice of the Customer programs, regulatory and policy engagement, and customer service operations. The role serves as a strategic integrator and execution leader, coordinating delivery, organizational alignment, and performance improvements across the end-to-end customer lifecycle. The position leads cross-functional strategic initiatives, advises the Chief Customer Experience Officer, translates executive direction into actionable plans, and manages planning and governance forums. It supports executive decision-making and organizational effectiveness through data-driven insights, scenario analysis, and coordinated stakeholder support. The role manages a strategic initiative portfolio, aligns director priorities, tracks milestones, and assesses performance and risk. The Chief of Staff develops strategic plans, performance metrics, dashboards, KPI trackers, and executive reporting covering revenue protection, collections, billing, and the customer service lifecycle. It also prepares executive briefs, board materials, regulatory updates, and public reports; advances customer service and contact center operational maturity; and champions governance, compliance, ethical conduct, diversity, safety, fairness, and open communication. The role supports critical-service restoration and emergency preparedness to promote business continuity and community trust, and takes on additional strategic responsibilities as needed.

Requirements

Bachelor's degree in Business Administration, Marketing, Communications, Engineering, or a related field.
12 years of experience in a similar functional role, spanning customer experience, customer service operations, revenue protection or collections, or regulatory affairs within a utility or service-based industry.
At least 6 years of progressive experience in a senior leadership role leading enterprise-level initiatives and influencing cross-functional senior stakeholders.
Experience driving alignment across senior leadership and multifunctional stakeholders in a matrixed organization.
Experience with workflow design and project management for enterprise-wide initiatives.
Valid Puerto Rico driver's license.

Nice To Haves

Experience with distributed energy resources, demand-side management, or Voice of the Customer programs.
A master's degree in Business Administration, Marketing, Communications, Engineering, or a related field may substitute for the required experience when accompanied by at least 10 years of related experience and at least 4 years of progressive senior leadership experience leading enterprise-level initiatives and influencing cross-functional senior stakeholders.
A doctorate in Business Administration, Marketing, Communications, Engineering, or a related field may substitute for the required experience when accompanied by at least 6 years of related experience and progressive senior leadership experience leading enterprise-level initiatives and influencing cross-functional senior stakeholders.

Responsibilities

Advise the Chief Customer Experience Officer, align enterprise priorities, translate executive direction into actionable plans, and manage the operating rhythm across planning and governance forums.
Prepare the Chief Customer Experience Officer for high-impact engagements using data-driven insights, scenario analysis, and coordinated cross-functional support.
Manage the strategic initiative portfolio, including revenue protection, billing, reporting, CC&B strategy, distributed generation and demand response programs, and Voice of the Customer strategy.
Align director priorities, monitor initiative milestones, and assess performance and risk.
Develop and monitor strategic plans, performance metrics, dashboards, KPI trackers, and governance reporting for revenue protection, collections, billing, and the customer service lifecycle.
Prepare executive briefs, board materials, regulatory updates, and public reports, ensuring accuracy and supporting transparency and operational discipline.
Advance operational maturity across customer service and contact centers through workforce planning, stronger service culture, and reduced rework.
Promote adherence to governance, compliance, and ethical standards, while fostering diversity, safety, fairness, and open communication.
Lead and support strategies for critical-service restoration and emergency preparedness to ensure business continuity and community trust.
Take on additional strategic responsibilities as needed to advance enterprise objectives and organizational resilience.