Senior Service Recovery Specialist

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 Are you a cross-functional program leader who thrives at the intersection of strategy, operations, and GTM execution? If so, invite you to join us at Elastic as a Senior Program Manager, Revenue Operations!   As a member of our team, you will lead our programs of work that span across Field Engineering and Support organizations. Where our Senior Analysts are embedded partners to their respective collaborators, you are the connective tissue: the person who defines how we work, not just within a single team, but across all of them.   The Senior Program Manager will design and drive the operational standards, execution models, and planning rhythms that enable consistent, high-quality GTM execution at scale - and for ensuring that what works in one org finds its way into the others. WHAT YOU WILL BE DOING * Own the design and delivery of programs that cut across Field Engineering and Support, including annual planning, execution model development, and operational rhythm standardization * Serve as the primary owner of our canonical operating models: how we run QBRs, how we structure planning cycles, how we build feature adoption plays, how we define and communicate execution norms across geos * Coordinate fiscal year planning activities across both organizations, including headcount & allocation, quota setting, territory carve, and roll-out * Define the standard for how our internal customers operate - the rhythms, templates, and frameworks that Senior Analysts then localize for their specific org and geo * Build the feedback loop that ensures geo-specific nuance helps shape the standard rather than accumulate as silent workarounds * Partner with FE and Support management to identify gaps between how teams are operating today and how they should be operating, then design solutions that close those gaps durably * Identify cross-functional processes that are ripe for automation, and partner with Senior Analysts and systems teams to build solutions that reduce execution burden across the team * As automation creates capacity, redirect that capacity toward higher-order critical initiatives - act as a key voice in deciding where the team should spend its time * Establish repeatable communication, documentation, and training protocols that drive successful adoption of new processes, tools, and operating models * Collaborate with Sales Operations, IT, Finance, and Business Systems to identify dependencies and build comprehensive solutions WHAT YOU BRING * 5+ years in Program Management, Revenue Operations, or GTM Strategy & Operations in a B2B SaaS organization * Proven experience running cross-functional programs that span multiple organizations * Direct exposure to Field Engineering, Solutions Architecture, Customer Engineering, Technical Sales, or Support organizations * Systems-level thinker: able to identify how a change in one part of an operating model creates downstream effects elsewhere * Highly organized, analytical, and data-driven; comfortable in SQL, G-Sheets, and Salesforce — able to build the analysis that supports the program * Top-notch communicator, able to transition fluently between working sessions with senior leaders and detailed execution conversations with analysts and ICs * Comfortable operating with ambiguity, proactively structuring abstract problems to drive it to a concrete outcome * BS/BA in Business, Finance, Operations, or equivalent experience We would love for you to join our diverse Revenue Operations team! #LI-AM2 Compensation for this role is in the form of base salary.  This role does not have a variable compensation component.  The typical starting salary range for new hires in this role is listed below.  These ranges represent the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the ranges may be modified in the future.   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. 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.  Our total rewards package also includes a company-matched Registered Retirement Savings Plan (RRSP) 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. The typical starting salary range for this role is: $117,800—$167,800 CAD ADDITIONAL INFORMATION - WE TAKE CARE OF OUR PEOPLE 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. 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. * Competitive pay based on the work you do here and not your previous salary * 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 * Increase your impact - 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 * Embracing parenthood with minimum of 16 weeks of parental leave 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. 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 candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission. Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster) 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. Please see here for our Privacy Statement.

About Us Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.   Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.   Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com. Role Summary The Manager, Cyber Risk Advisor is a senior-level individual who combines deep technical expertise in exposure management with hands-on people leadership. Reporting to the Director of Operations, this role is responsible for delivering an exceptional managed service experience to a portfolio of customers while also mentoring and day-to-day managing a team of Cyber Risk Advisors. On the technical side, you will lead complex advisory engagements, interpret vulnerability and attack surface data, and provide prioritized, context-driven remediation guidance that drives measurable risk reduction. On the people side, you will coach team members, oversee workload distribution, conduct regular 1:1s, contribute to hiring, evaluate performance and act as an escalation point for both customers and colleagues. Strong communication skills are essential — you will be equally comfortable presenting to a CISO and diving into raw scan data with an IT team.