VP, Customer Operations

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

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 knowled