Help Desk Operations Manager, Partner Revenue Strategy & 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

In this role, you’ll lead the Partner Help Desk team within Partner Revenue Strategy & Operations, helping improve the support experience for both internal field teams and external partners. This role combines people management, operational oversight, and cross-functional collaboration to solve challenges across partner processes. You’ll have the opportunity to make a meaningful impact while working closely with teams across sales, partner operations, legal, and IT, and will report directly to the Sr. Manager, Partner Revenue Strategy & Operations. This role is based in India and requires availability for a remote work schedule starting at 6:00 PM IST to ensure overlap with both EMEA and US Timezone.

What You Will Be Doing

• Lead the Partner Help Desk team by fostering a positive culture and environment. 
• Conduct training sessions to enhance skills and mentor team members for their professional development.
• Manage and oversee the team that reviews Partner Deal Registrations, supports partner agreements and not-for-resell license requests, and resolves Partner Portal, operations, system, and workflow issues.
• Analyze current help desk workflows to identify areas needing improvement. 
• Develop comprehensive documentation for help desk processes and implement best practices to enhance service quality and efficiency.
• Conduct regular training sessions to enhance their skills and knowledge. Provide ongoing feedback and coaching to support each team member's growth.
• Manage escalated support cases to ensure quick and effective resolution.
• Collaborate with cross-functional teams to tackle complex issues and facilitate clear communication between partners and internal teams during these escalations.
• Step in to provide backup support as needed during peak volume periods, team absences, PTO, holidays, and other coverage needs.

What You Bring

• 3+ years of experience in a help desk and/or support function, including managing case queues
• 3+ years of experience in partner operations/partner programs
• 1+ years in a managerial position leading a team
• 2+ years with process improvement
• 2+ years of experience with CRM systems, preferably Salesforce

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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.

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