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 Elastic is searching for a highly strategic leader to own and elevate our global Cloud Billing Operations (CBO) function. 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. This Director reports to the VP of Worldwide Revenue Accounting and Operations. The Impact You Will Make 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 leadership meet! What You Will Be Doing 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. 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 What You Bring 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. S…