Chief of Staff, Customer Experience & Strategic Execution

LUMA Energy ServCo; San Juan (PR); On-site; USD 180,000 - 280,000; Full time

Job summary

LUMA Energy ServCo is seeking an experienced leader to partner with the Chief Customer Experience Officer, driving governance, decision-making and execution across billing, revenue protection, and customer service operations. You will align enterprise priorities, translate executive direction into actionable plans, and oversee the operating rhythm across planning and governance forums.

As a strategic integrator, you will coordinate cross-functional initiatives, prepare executive materials, and

Qualifications

• Bachelor's degree required with 12 years' experience in a similar functional role, including 6+ years in a senior leadership role.
• Experience leading enterprise-level initiatives and influencing cross-functional senior stakeholders.
• Experience driving alignment across senior leadership in a matrixed organization.

Responsibilities

• Lead cross-functional strategic initiatives to execute organizational priorities and business objectives.
• Advise the Chief Customer Experience Officer and align enterprise priorities into actionable plans.
• Coordinate portfolio of strategic initiatives across revenue protection, billing, reporting, and customer experience programs.
• Develop dashboards, KPI trackers, and governance reports to provide actionable intelligence.
• Prepare executive briefs and board materials, regulatory updates and public reports.
• Advance operational maturity across customer service and contact centers through workforce planning and service improvements.

Skills

Executive stakeholder management

Strategic planning

Governance and reporting

Data-driven decision making

Cross-functional leadership

Education

Bachelor's degree in Business Administration, Marketing, Communications, Engineering or related field

Master's degree in Business Administration, Marketing, Communications, Engineering or related field

Doctor's degree in Business Administration, Marketing, Communications, Engineering or related field

Job description

LUMA Energy ServCo is seeking an experienced leader to partner with the Chief Customer Experience Officer, driving governance, decision-making and execution across billing, revenue protection, and customer service operations. You will align enterprise priorities, translate executive direction into actionable plans, and oversee the operating rhythm across planning and governance forums.

As a strategic integrator, you will coordinate cross-functional initiatives, prepare executive materials, and