Chief of Staff, Customer Experience

The Company is seeking a Chief of Staff, Customer Experience to partner with executive leadership and coordinate priorities, governance, decision-making, and execution across the customer lifecycle. The role translates executive direction into actionable plans, manages strategic initiatives and planning forums, and tracks milestones, performance, and risks across customer service operations and related programs. Responsibilities include developing dashboards and executive reporting, preparing leadership and regulatory communications, and advancing operational improvements in customer service and contact centers. The Chief of Staff also supports organizational change, compliance, emergency preparedness, and business continuity. Candidates must have a bachelor’s degree in business, marketing, communications, engineering, or a related field, and 12 years of relevant experience, including at least six years in senior leadership leading enterprise initiatives and influencing cross-functional stakeholders. A master’s or doctoral degree in a related field may substitute for some experience, subject to the stated leadership and experience requirements. Experience in customer experience, service operations, revenue protection, collections, or regulatory affairs in a utility or service-based industry is required, along with expertise in strategic planning, project governance, stakeholder management, and organizational change. Familiarity with distributed energy resources, demand-side management, or Voice of the Customer programs is preferred, and a valid Puerto Rico driver’s license is required.