Note: The job is a remote job and is open to candidates in USA. Elastic is a Search AI Company providing cloud-based solutions for search, security, and observability. The Director, Cloud Billing Operations will lead the global Cloud Billing Operations function across Direct Cloud and AWS, GCP, and Azure marketplaces, managing billing integrity, risk mitigation, customer escalations, forecasting, automation, and cross-functional operational improvements. The role also involves leading and developing a distributed global team and partnering with Finance, Revenue, Operations, Customer Success, Product, Legal, Sales, and Engineering.
Responsibilities
- 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
Skills
- 10+ years of progressive management experience across order-to-cash, accounting, finance, revenue operations within publicly traded SaaS or enterprise tech companies
- Knowledge of cloud ecosystem billing mechanics across AWS, GCP, and Azure (Private Offers, MP cash application, usage-based metering)
- Proven track record of automating manual workflows, establishing operational controls, and spearheading cross-functional system implementations (ERP, Billing Engines, CRP/Salesforce, MP portals)
- 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
- 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
- Solid background in financial reporting, month-end/quarter-end close, and internal control frameworks
Benefits
- This role is currently eligible to participate in Elastic's stock program.
- A company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings.
- 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.
- 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.
- Minimum of 16 weeks of parental leave.
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