Director, Cloud Operations

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

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.
    
    
  
  
  
  


• 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
    
    
  
  
  
  

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.
  
  

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