Executive Leader, Customer Operations & Billing Strategy

LUMA Energy ServCo; San Juan (PR); On-site; USD 120,000 - 210,000; Full time

Job summary

LUMA Energy ServCo in San Juan, Puerto Rico seeks a senior executive to shape strategy and oversee billing operations, revenue protection, and back-office performance. The role focuses on regulatory compliance, enterprise governance and a high-performing organization that delivers measurable value for customers and the utility.

You will lead risk and integrity efforts, manage vendors, and coordinate with regulators, ensuring accurate billing, robust controls and resilient customer programs,

Qualifications

• 15 years' experience in similar functional role with budgeting responsibilities.
• 8+ years in utility senior leadership or executive roles overseeing multiple units.
• 12 years of progressive experience in utility billing or customer operations.
• Experience leading organizational initiatives, managing projects, and large budgets.
• Experience in budget planning, forecasting and administration.
• Proven track record of improving billing accuracy and revenue performance.

Responsibilities

• Leads strategic oversight of billing operations and analytics to ensure accurate billing and regulatory reporting.
• Manages vendors and multi-channel payment operations to strengthen financial controls and customer experience.
• Directs incident response for billing and IT disruptions and oversees fraud and energy-theft prevention.
• Aligns strategy for Customer Programs, including DER portfolios, with targets and budgets.
• Represent the organization with regulators and stakeholders ensuring compliant processes.
• Oversees CC&B projects by governing scope, schedule and budget alongside IT to improve billing accuracy.
• Ensures governance, internal controls and ethical standards while building a resilient organization.
• Leads restoration of critical services and emergency preparedness to ensure business continuity.
• Embraces additional strategic responsibilities to advance enterprise objectives.

Skills

Strategic leadership

Billing operations

Regulatory compliance

Risk management

Stakeholder management

Education

Bachelor's degree in Business Administration, Management, Finance, Engineering or related field

Master's degree preferred

Tools

CC&B (Oracle Customer Care & Billing)

Regulatory reporting systems

Job description

LUMA Energy ServCo in San Juan, Puerto Rico seeks a senior executive to shape strategy and oversee billing operations, revenue protection, and back-office performance. The role focuses on regulatory compliance, enterprise governance and a high-performing organization that delivers measurable value for customers and the utility.

You will lead risk and integrity efforts, manage vendors, and coordinate with regulators, ensuring accurate billing, robust controls and resilient customer programs,