VP, Customer Operations

LUMA Energy•Santurce, PR

About The Position

The VP, Customer Operations shapes the strategy, performance, and regulatory compliance of LUMA’s billing, payment, revenue protection, and back-office operations; Customer Programs portfolio; Customer Care & Billing (CC&B) projects; enterprise risk and integrity initiatives; incident management; and customer experience reporting and analytics. The role 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. The position provides strategic oversight of billing operations, payment functions, and revenue-protection strategies; directs performance analytics and continuous improvement; and oversees vendors and service providers. It leads incident response for billing and IT disruptions, fraud and energy-theft prevention, and enterprise risk and integrity efforts. It also aligns strategy, targets, and budgets for Customer Programs, including distributed energy resource portfolios, and oversees CC&B project scope, schedules, budgets, and release readiness in partnership with IT. The VP ensures governance, internal controls, ethical standards, operational continuity, and compliance with PREB mandates, industry standards, and system requirements. The role also supports emergency preparedness and restoration of critical services, manages budgets and resources, and develops organizational capability through mentorship, succession planning, accountability, and a culture of diversity, safety, fairness, and open communication. Supervisory responsibilities: Yes. Travel requirement: 20%.

Requirements

Bachelor’s degree in Business Administration, Management, Finance, Engineering, or a related field.
15 years of experience in a similar functional role, including planning and budgeting responsibilities.
At least 8 years of 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.
Demonstrated record of improving billing accuracy, efficiency, and revenue performance.
Operational knowledge of billing, payment, back-office operations, and customer service best practices, with organizational planning, prioritization, and risk-management skills.
Strategic thinking and problem-solving ability, including data-driven decision-making, defining KPIs, and using analytics for improvement.
Ability to lead and inspire cross-functional teams, build high-performing organizations, and foster accountability, agility, and continuous improvement.
Exceptional written and verbal communication skills and ability to influence senior leaders, regulators, and external stakeholders.
Bilingual proficiency in Spanish and English.
Strong results orientation and proficiency with Microsoft Office Suite.
Valid Puerto Rico driver’s license.

Nice To Haves

Master’s degree.
Experience with process improvement methodologies such as Lean or Six Sigma.
Knowledge of the energy industry and its regulatory requirements.
Experience with distributed energy resource or customer programs.

Responsibilities

Direct billing operations, system controls, continuous improvement, revenue-protection strategies, and performance analytics to support accurate billing, timely exception resolution, optimized collections, informed decisions, and regulatory reporting.
Oversee billing and payment operations, including vendors, service providers, and multi-channel payment functions, to strengthen financial controls, transaction accuracy, security, and customer experience.
Lead enterprise risk and integrity initiatives, including incident response for billing and IT disruptions and fraud and energy-theft prevention; coordinate timely resolution, root-cause mitigation, and corrective actions.
Set strategy, performance targets, and budgets for Customer Programs, including distributed energy resource portfolios, and ensure delivery schedules, risk management, and program outcomes.
Represent the organization with regulators and key stakeholders and ensure Customer Programs have accurate billing, suitable CIS functionality, and compliant processes aligned with PREB mandates, industry standards, and system requirements.
Oversee CC&B projects by prioritizing enhancements and governing scope, schedule, budget, and release readiness in partnership with IT.
Maintain enterprise governance, internal controls, ethical standards, and operational continuity.
Build a high-performing organization through mentorship, succession planning, accountability, and effective budget and resource management.
Promote adherence to governance, compliance, and ethical standards and foster a culture of diversity, safety, fairness, and open communication.
Lead and support strategies for critical-service restoration and emergency preparedness.
Take on additional strategic responsibilities as needed to advance enterprise objectives and organizational resilience.