{"id":3983258,"url":"https://alion.io/job/luma-energy-vp-customer-operations","title":"VP, Customer Operations","company":{"id":1777179,"name":"LUMA Energy","domain":"lumapr.com","url":"https://alion.io/company/lumapr","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":98,"open_postings":7,"ghost_share":0,"stale_share":0.286,"repost_share":0,"time_to_fill_p50_days":6,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Finance","role_family":"Finance","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-11-09T20:39:21Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-15T02:14:55Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Job Summary:\nShapes 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:\nLeads 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.\nOversees 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.\nLeads 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.\nAligns 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.\nRepresents 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.\nOversees 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.\nEnsures 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.\nChampions 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.\nLeads and supports organizational strategies for the restoration of critical services and emergency preparedness to ensure business continuity and community trust.\nEmbraces and leads additional strategic responsibilities as needed to advance enterprise objectives and organizational resilience.\nSupervisory responsibilities: Yes\nAdditional Job Description:\nEducation & Experience\nRequired Qualifications:\nBachelor’s degree in Business Administration, Management, Finance, Engineering or related field.\n15 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.\n12 years of progressive experience in utility billing, utility customer operations, customer service or related utility operations.\nExperience leading organizational initiatives, managing projects, and overseeing large budgets and complex operations.\nExperience in budget planning, forecasting and administration.\nProven track record of improving billing accuracy, efficiency and revenue performance.\nPreferred Qualifications:\nMaster’s degree.\nExperience with process improvement methodologies (e.g., Lean, Six Sigma).\nKnowledge of the energy industry and its regulatory requirements; experience with distributed energy resource or customer programs.\nAdditional Qualifications:\nAdditional education may substitute for the required experience when it aligns with the competencies and knowledge necessary for the role:\nMaster’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.\nDoctor’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.\nCompetencies (Skills)\nOperational Excellence and Process Expertise: Deep knowledge of billing, payment, back-office operations, customer service best practices, and strong organizational planning, prioritization and risk-management skills.\nStrategic and Analytical Leadership: Strategic thinking and problem-solving ability paired with data-driven decision making, including defining KPIs and leveraging analytics for improvement.\nPeople Leadership and Culture Building: Demonstrated ability to lead and inspire cross-functional teams, build high-performing organizations, and foster a culture of accountability, agility and continuous improvement.\nCommunication and Stakeholder Influence: Exceptional written and verbal communication skills with the ability to influence senior leaders, regulators and external stakeholders, supported by bilingual proficiency in Spanish and English.\nResults and Tools Proficiency: Strong results orientation with a track record of achieving program and performance goals, complemented by proficiency in Microsoft Office Suite.\nLicenses/Certifications\nRequired:\nValid Puerto Rico driver's license\nTravel Requirements\n20%\nPhysical Demands\nStationary Position: Frequently\nPushing/ Pulling/ Reaching: Seldom\nKneel: Seldom\nGrab: Seldom\nBend: Seldom\nLift/ Carry over: 0 - 15 pounds\nWorking Conditions\nWet or humid: Seldom\nWorking near or on moving mechanical parts: Never\nWorking near or on heavy machinery: Never\nWorking in high places: Never\nExposed to fumes or airborne particles: Never\nFrequency of working in outdoor weather conditions: Never\nWork with electricity: Never\nLoud noise conditions: Seldom\nLUMA 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.","description_format":"text","description_chars":6906,"description_truncated":false,"requirements":{"experience_years_min":12,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":true},{"language":"English","level":"Advanced (C1)","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Power Grid","Smart Grid"],"lifecycle":[{"event":"open","at":"2026-11-09T20:39:21Z"}],"visa":[],"liveness":{"score":71,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":0.788,"age_days":4,"expected_fill_days":6,"reasons":["conf:2","velocity","win:late"],"computed_at":"2026-11-14T05:58:10Z"},"pay":null,"html_url":"https://alion.io/job/luma-energy-vp-customer-operations","json_url":"https://alion.io/job/luma-energy-vp-customer-operations.json","meta":{"generated_at":"2026-11-15T05:23:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":603,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1777179},"rest":"https://alion.io/mcp/rest/get_company?id=1777179"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fluma-energy-vp-customer-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fluma-energy-vp-customer-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fluma-energy-vp-customer-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/luma-energy-vp-customer-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fluma-energy-vp-customer-operations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3983258}},{"tool":"search_jobs","arguments":{"company":"lumapr.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3983258},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}