Director, Cloud Operations
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AI Summary
Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.
What is The Role
The Impact You Will Make
What You Will Be Doing
- Lead Strategic Operations & Risk Mitigation
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Drive Dispute & Case Management: Oversee global dispute resolution processes for Direct Cloud and Cloud MP billing, ensuring high-impact customer issues are resolved in a scalable manner while optimizing Customer Satisfaction Score and minimizing churn.
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Manage Delinquency & Risk: Oversee credit card delinquency, unbillable suspensions, and termination workflows to minimize financial risk while enforcing proper customer communications and controls.
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Process Escalations & Financial Adjustments: Serve as the skilled escalation point for high-value refunds, re-billing, return authorization, and ad-hoc credit authorizations.
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Quarter-End Execution & Forecasting: Drive quarter-end consumption and billing reports, Bad Debt Write-Off forecasting/execution, and cross-functional postmortem case intelligence reviews.
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- Champion Operational Excellence & Innovation
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Drive Billing Automation & Scale: Lead process design and automation initiatives, including suspension/termination automation, MP cash application enhancements, and AI/tooling adoption.
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Cross-Functional Enablement: Partner closely with Revenue, Deal Desk, Order Ops, Legal, Sales, and Cloud Engineering to align billing capabilities, optimize marketplace operations, and streamline customer billing experiences.
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Global Team Leadership: Lead, develop, and enable a distributed, global team across multiple time zones, building a robust organization with robust cross-training and structured documentation
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What You Bring
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10+ years of progressive management experience across order-to-cash, accounting, finance, revenue operations within publicly traded SaaS or enterprise tech companies.
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Cloud Marketplace Expertise: Knowledge of cloud ecosystem billing mechanics across AWS, GCP, and Azure (Private Offers, MP cash application, usage-based metering).
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Process Automation & Systems Mastery: Proven track record of automating manual workflows, establishing operational controls, and spearheading cross-functional system implementations (ERP, Billing Engines, CRP/Salesforce, MP portals).
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Executive Presence & Stakeholder Management: Outstanding interpersonal, communication, and negotiation skills with the ability to navigate complex customer escalations and collaborate successfully across the executive team, Legal, Engineering, and Finance.
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Global Team Leadership: Demonstrated ability to manage, mentor, and scale distributed teams across AMER, EMEA, and APAC time zones while establishing clear desktop procedures and cross-training frameworks.
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Strong Accounting and Controls Foundation: Solid background in financial reporting, month-end/quarter-end close, and internal control frameworks.
#LI-JM5
Compensation for this role is in the form of base salary. This role does not have a variable compensation component.
The typical starting salary range for new hires in this role is listed below. In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area), an alternate range may apply as specified below.
These ranges represent the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the ranges may be modified in the future.
An employee's position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs.
Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program. Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being.
Additional Information - We Take Care of Our People
As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.
We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.
- Competitive pay based on the work you do here and not your previous salary
- Health coverage for you and your family in many locations
- Ability to craft your calendar with flexible locations and schedules for many roles
- Generous number of vacation days each year
- Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
- Up to 40 hours each year to use toward volunteer projects you love
- Embracing parenthood with minimum of 16 weeks of parental leave
Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.
We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission.
Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)
Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.
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