Director, Cloud Operations

<div class="content-intro"><p>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.</p></div><h3><strong>What is The Role</strong></h3> <div class="p" data-block="true" data-editor="af653" data-offset-key="8arpj-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="8arpj-0-0"><span data-offset-key="8arpj-0-0"><span data-text="true">Elastic is searching for a highly strategic leader to own and elevate our global Cloud Billing Operations (CBO) function. </span></span><span id="popover-trigger-:rj3:" class="chakra-text css-bcri66"><span data-offset-key="8arpj-1-0"><span data-text="true">This pivotal role ensures the integrity and scalability of our billing operations across both Direct Cloud and Cloud Marketplaces (AWS, GCP, Azure), serving as a vital bridge between Finance, Operations, Customer Success, and Product to drive customer satisfaction and safeguard revenue.</span></span></span><span data-offset-key="8arpj-2-0"><span data-text="true"> This Director reports to the VP of Worldwide Revenue Accounting and Operations.</span></span></div> </div> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="5g9tr-0-0"><span data-offset-key="5g9tr-0-0"><span data-text="true"><br><span style="text-decoration: underline;"><strong>The Impact You Will Make</strong></span></span></span></div> <div class="p" data-block="true" data-editor="af653" data-offset-key="4kt7f-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="4kt7f-0-0"><span data-offset-key="4kt7f-0-0"><span data-text="true">Ready to influence Go-To-Market (GTM) billing strategy and lead critical operational change in a rapidly scaling, publicly traded SaaS environment? This role is where operational excellence, cloud marketplace ecosystems, and cross-functional </span></span><span id="popover-trigger-:rj5:" class="chakra-text css-1j6t0d7"><span data-offset-key="4kt7f-1-0"><span data-text="true">leadership</span></span></span><span data-offset-key="4kt7f-2-0"><span data-text="true"> meet!</span></span></div> </div> <h3><strong>What You Will Be Doing</strong></h3> <ul> <li>Lead Strategic Operations &amp; Risk Mitigation <ul> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-reset public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="5ob9p-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="5ob9p-0-0"><span id="popover-trigger-:rj7:" class="chakra-text css-bcri66"><span data-offset-key="5ob9p-0-0"><span data-text="true">Drive Dispute &amp; Case Management:</span></span><span data-offset-key="5ob9p-0-1"><span data-text="true"> 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.</span></span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="7rbt7-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="7rbt7-0-0"><span id="popover-trigger-:rj9:" class="chakra-text css-bcri66"><span data-offset-key="7rbt7-0-0"><span data-text="true">Manage Delinquency &amp; Risk:</span></span><span data-offset-key="7rbt7-0-1"><span data-text="true"> Oversee credit card delinquency, unbillable suspensions, and termination workflows to minimize financial risk while enforcing proper customer communications and controls.</span></span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="8joen-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="8joen-0-0"><span id="popover-trigger-:rjb:" class="chakra-text css-bcri66"><span data-offset-key="8joen-0-0"><span data-text="true">Process Escalations &amp; Financial Adjustments:</span></span><span data-offset-key="8joen-0-1"><span data-text="true"> Serve as the skilled escalation point for high-value refunds, re-billing, return authorization, and ad-hoc credit authorizations.</span></span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="iq9-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="iq9-0-0"><span id="popover-trigger-:rjd:" class="chakra-text css-bcri66"><span data-offset-key="iq9-0-0"><span data-text="true">Quarter-End Execution &amp; Forecasting:</span></span><span data-offset-key="iq9-0-1"><span data-text="true"> Drive quarter-end consumption and billing reports, Bad Debt Write-Off forecasting/execution, and cross-functional postmortem case intelligence reviews.</span></span></span></div> </li> </ul> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="iq9-0-0"><span class="chakra-text css-bcri66"><span data-offset-key="iq9-0-1"><span data-text="true">Champion Operational Excellence &amp; Innovation</span></span></span> <ul> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-reset public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="94f5h-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="94f5h-0-0"><span id="popover-trigger-:rjf:" class="chakra-text css-bcri66"><span data-offset-key="94f5h-0-0"><span data-text="true">Drive Billing Automation &amp; Scale:</span></span><span data-offset-key="94f5h-0-1"><span data-text="true"> Lead process design and automation initiatives, including suspension/termination automation, MP cash application enhancements, and AI/tooling adoption.</span></span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="8bo3e-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="8bo3e-0-0"><span id="popover-trigger-:rjh:" class="chakra-text css-bcri66"><span data-offset-key="8bo3e-0-0"><span data-text="true">Cross-Functional Enablement:</span></span><span data-offset-key="8bo3e-0-1"><span data-text="true"> 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.</span></span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="f22qc-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="f22qc-0-0"><span data-offset-key="f22qc-0-0"><span data-text="true">Global Team Leadership:</span></span><span data-offset-key="f22qc-0-1"><span data-text="true"> Lead, develop, and enable a distributed, global team across multiple time zones, building a robust organization with robust cross-training and structured documentation</span></span></div> </li> </ul> </li> </ul> <h3>What You Bring</h3> <ul> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-reset public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="vpon-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="vpon-0-0"><span data-offset-key="vpon-0-0"><span data-text="true">10+ years of progressive management experience</span></span><span data-offset-key="vpon-0-1"><span data-text="true"> across order-to-cash, accounting, finance, revenue operations within publicly traded SaaS or enterprise tech companies.</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="31eb8-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="31eb8-0-0"><span data-offset-key="31eb8-0-0"><span data-text="true">Cloud Marketplace Expertise:</span></span><span data-offset-key="31eb8-0-1"><span data-text="true"> Knowledge of cloud ecosystem billing mechanics across AWS, GCP, and Azure (Private Offers, MP cash application, usage-based metering).</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="64gln-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="64gln-0-0"><span id="popover-trigger-:rjn:" class="chakra-text css-bcri66"><span data-offset-key="64gln-0-0"><span data-text="true">Process Automation &amp; Systems Mastery:</span></span><span data-offset-key="64gln-0-1"><span data-text="true"> Proven track record of automating manual workflows, establishing operational controls, and spearheading cross-functional system implementations (ERP, Billing Engines, CRP/Salesforce, MP portals).</span></span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="55rq2-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="55rq2-0-0"><span id="popover-trigger-:rjp:" class="chakra-text css-bcri66"><span data-offset-key="55rq2-0-0"><span data-text="true">Executive Presence &amp; Stakeholder Management:</span></span><span data-offset-key="55rq2-0-1"><span data-text="true"> 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.</span></span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="e1uem-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="e1uem-0-0"><span data-offset-key="e1uem-0-0"><span data-text="true">Global Team Leadership:</span></span><span data-offset-key="e1uem-0-1"><span data-text="true"> 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.</span></span></div> </li> <li class="public-DraftStyleDefault-unorderedListItem public-DraftStyleDefault-depth0 public-DraftStyleDefault-listLTR" data-block="true" data-editor="af653" data-offset-key="ddrj2-0-0"> <div class="public-DraftStyleDefault-block public-DraftStyleDefault-ltr" data-offset-key="ddrj2-0-0"><span id="popover-trigger-:rjr:" class="chakra-text css-bcri66"><span data-offset-key="ddrj2-0-0"><span data-text="true">Strong Accounting and Controls Foundation:</span></span><span data-offset-key="ddrj2-0-1"><span data-text="true"> Solid background in financial reporting, month-end/quarter-end close, and internal control frameworks.</span></span></span></div> </li> </ul> <p>&nbsp;</p> <p>#LI-JM5</p> <p>&nbsp;</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span style="font-weight: 400;"><br>Compensation for this role is in the form of base salary.&nbsp; This role does not have a variable compensation component.&nbsp;&nbsp;<br></span></p> <p><span style="font-weight: 400;">The typical starting salary range for new hires in this role is listed below.&nbsp; 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.&nbsp;</span></p> <p><span style="font-weight: 400;">These ranges represent </span><span style="font-weight: 400;">the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting.&nbsp; We may ultimately pay more or less than the posted range, and the ranges may be modified in the future.&nbsp;&nbsp;</span></p> <p><span style="font-weight: 400;">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.</span></p> <p><span style="font-weight: 400;">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.&nbsp; 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.</span></p></div><div class="title">The typical starting salary range for this role is:</div><div class="pay-range"><span>$160,300</span><span class="divider">&mdash;</span><span>$253,600 USD</span></div></div><div class="pay-input"><div class="title">The typical starting salary range for this role in the select locations listed above is:</div><div class="pay-range"><span>$192,300</span><span class="divider">&mdash;</span><span>$304,200 USD</span></div></div></div><div class="content-conclusion"><h2><strong>Additional Information - We Take Care of Our People</strong></h2> <p>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.</p> <p>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.</p> <ul> <li>Competitive pay based on the work you do here and not your previous salary</li> <li>Health coverage for you and your family in many locations</li> <li>Ability to craft your calendar with flexible locations and schedules for many roles</li> <li>Generous number of vacation days each year</li> <li>Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service</li> <li>Up to 40 hours each year to use toward volunteer projects you love</li> <li>Embracing parenthood with minimum of 16 weeks of parental leave</li> </ul> <p>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.</p> <p>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 <a href="mailto:candidate_accessibility@elastic.co" target="_blank">candidate_accessibility@elastic.co</a><span class="gmail_default">.</span>&nbsp;We will reply to your request within 24 business hours of submission.</p> <p><span style="color: #000000;">Applicants have rights under Federal Employment Laws, view posters linked below:</span> <a href="https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf" target="_blank">Family and Medical Leave Act (FMLA)</a> <span style="color: #000000;">Poster;</span><span style="color: #000000;">&nbsp;<a href="https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf" target="_blank">Pay Transparency Nondiscrimination Provision</a> Poster; </span><a href="https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppabw.pdf" target="_blank">Employee Polygraph Protection Act (EPPA)</a> <span style="color: #000000;">Poster and <a href="https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights.pdf" target="_blank">Know Your Rights</a> (Poster)</span></p> <p><span style="color: #000000;">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.</span></p> <p>Please see&nbsp;<a href="https://www.elastic.co/legal/applicant-privacy-statement" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://www.elastic.co/legal/applicant-privacy-statement&amp;source=gmail&amp;ust=1611068262479000&amp;usg=AFQjCNG3orAPk5sJIr9WVm0ZDxYw82c5DA">here</a>&nbsp;for our Privacy Statement.</p></div>