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 & 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 & 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 & 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 & 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 & 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 & 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 & 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&quot