Director, Cloud Operations

• →Lead Strategic Operations & Risk Mitigation
  • →
    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.
  • →
    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.
  • →
    Quarter-End Execution & Forecasting: Drive quarter-end consumption and billing reports, Bad Debt Write-Off forecasting/execution, and cross-functional postmortem case intelligence reviews.
• →Champion Operational Excellence & Innovation
  • →
    Drive Billing Automation & Scale: Lead process design and automation initiatives, including suspension/termination automation, MP cash application enhancements, and AI/tooling adoption.
  • →
    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.
  • →
    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

• 10+ years of progressive management experience across order-to-cash, accounting, finance, revenue operations within publicly traded SaaS or enterprise tech companies.
• Cloud Marketplace Expertise: Knowledge of cloud ecosystem billing mechanics across AWS, GCP, and Azure (Private Offers, MP cash application, usage-based metering).
• 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).
• 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.
• 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.
• Strong Accounting and Controls Foundation: Solid background in financial reporting, month-end/quarter-end close, and internal control frameworks.

#LI-JM5

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)

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