Chief of Staff, Customer Experience

Job Summary:

Partners with the Chief Customer Experience Officer to align enterprise priorities and drive governance, decision-making, and execution across billing, revenue protection and collections, distributed energy resources, Energy Efficiency and virtual power plant (VPP) strategy, Voice of the Customer (VOC) programs, regulatory and policy engagement, and customer service operations. As a strategic integrator and execution leader, ensures coordinated delivery, organizational alignment, and improved performance across the end-to-end customer lifecycle.

Job Description:

• Leads cross-functional strategic initiatives to support execution of organizational priorities and business objectives by advising the Chief Customer Experience Officer, aligning enterprise priorities, translating executive direction into actionable plans and managing the operating rhythm across planning and governance forums.
• Partners with executive leadership to drive operational alignment, decision-making and organizational effectiveness by preparing the Chief Customer Experience Officer for high‑impact engagements through data-driven insights, scenario analysis and coordinated cross-functional support for key customer experience initiatives.
• Coordinates enterprise-wide projects and stakeholder activities to ensure accountability, collaboration and timely execution by managing the strategic initiative portfolio, including revenue protection, billing, reporting, CC&B strategy, distributed generation and demand response programs and the Voice of the Customer strategy, while aligning director priorities, monitoring milestones and assessing performance and risk.
• Develops and monitors strategic plans, performance metrics and executive reporting to support business results and continuous improvement by maintaining dashboards, KPI trackers and governance reporting that provide accurate, actionable intelligence on revenue protection, collections, billing and the overall customer service lifecycle.
• Facilitates executive communications, governance activities and change management initiatives to support organizational alignment and transformation by preparing executive briefs, board materials, regulatory updates and public reports, ensuring insight accuracy and promoting transparency and operational discipline.
• Leads cross-functional strategic initiatives to support execution of organizational priorities and business objectives by advancing operational maturity across customer service and contact centers through optimized workforce planning, strengthened service culture and reduced rework to enhance service delivery and the customer experience.
• 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: No

Additional Job Description:

Education & Experience

Required Qualifications:

• Bachelor's degree in Business Administration, Marketing, Communications, Engineering or related field.
• 12 years' experience in similar functional role, with responsibilities spanning customer experience, customer service operations, revenue protection/collections, or regulatory affairs within a utility or service-based industry, with at least 6 years' 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 working with workflow design and project management for enterprise-wide initiatives.

Preferred Qualifications:

• Experience with distributed energy resources, demand-side management or Voice of the 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, Marketing, Communications, Engineering or related field may substitute when accompanied by a minimum of 10 years of experience performing related functions and at least 4 years of progressive experience in a senior leadership role leading enterprise-level initiatives and influencing cross-functional senior stakeholders.
• Doctor’s degree in Business Administration, Marketing, Communications, Engineering or related field may substitute when accompanied by a minimum of 6 years of experience performing related functions and with progressive experience in a senior leadership role leading enterprise-level initiatives and influencing cross-functional senior stakeholders.

Competencies (Skills)

• Strategic Thinking & Business Acumen: Translates executive vision into actionable strategies aligned with business priorities.
• Executive Stakeholder Management: Builds strong relationships with senior leaders to ensure alignment and effective communication.
• Cross-Functional Leadership & Influence: Influences across functions and levels to drive alignment and execution without direct authority.
• Execution & Project Governance: Drives and monitors strategic initiatives to ensure timely and effective delivery of results.
• Organizational Effectiveness & Change Enablement: Improves processes and supports organizational change to enhance overall performance and alignment.
• Customer Experience Domain Acumen: Applies working knowledge of revenue protection, distributed energy resources, and Voice of the Customer programs to translate executive strategy into coordinated cross-functional execution.

Licenses/Certifications

Required:

• Valid Puerto Rico driver's license

Travel Requirements

• 20%

Physical Demands

• Stationary Position: Frequently
• Pushing/ Pulling/ Reaching: Seldom
• Kneel: Seldom
• Grab: Seldom
• Bend: Seldom
• Lift/ Carry over: 0 - 15 pounds

 

Working Conditions

• Wet or humid: Seldom
• Working near or on moving mechanical parts: Never
• Working near or on heavy machinery: Never
• Working in high places: Never
• Exposed to fumes or airborne particles: Never
• Frequency of working in outdoor weather conditions: Seldom
• Work with electricity: Never
• Loud noise conditions: Seldom

LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws.