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About the role
- Complex Claims Manager safeguarding Airbnb’s AirCover protection platform. Managing large-loss claims, insurers, risk mitigation, and cross-functional resolution strategies.
Responsibilities
- Identify, investigate, and manage risk and mitigation strategies for complex and large-loss claims
- Manage partners to influence prioritization, drive accountability, deliver improvements, and scale claims changes
- Work with internal and external partners to improve claims operations
- Manage emerging risks and threats while enabling business growth across markets
- Identify intelligence and risk gaps and collaborate with Trust, Safety, third-party adjusters, Platform Product Management, Global Crisis Management, Community Support, Policy, Privacy, and Legal teams
- Report at monthly, quarterly, and annual business reviews
- Serve as a thought leader on how policy and product roadmaps affect risk mitigation
- Engage in monthly or quarterly large-loss claim reviews with insurers
- Manage insurer claim handling, coverage and relationship issues, and material reserve changes
- Craft resolution plans and drive carriers or TPAs to resolve complex and large-loss claims
- Partner with Legal, Global Crisis Management, Trust, brokers, insurers, outside counsel, and TPAs on complex claim resolution
- Oversee performance and results of insurance carriers and partners worldwide for complex claims
- Mentor L6 and L7 Host Damage Protection and Host Liability Protection Specialists
- Manage claims affecting Airbnb financials and the captive
- Collaborate with AirCover Operations, Legal, Trust, and Community Support Safety teams to improve claim handling
- Ensure compliance with company policies, procedures, and legal requirements
- Simplify complex claims, data, business, and process information when mentoring others
Requirements
- 10+ years of Insurance Claims Coverage and Litigation experience, with an emphasis on liability and property
- Excellent analytical and problem-solving skills
- Strong knowledge of complex claims resolution techniques, investigative methodologies, and related legal aspects
- Strong verbal and written communication skills
- Ability to analyze large data sets and draw reasonable conclusions
- Proven ability to collaborate across disciplines, regions, and seniority levels
- Strong negotiating skills
- Experience resolving complex disputes with internal stakeholders and/or third-party providers
- Strong Insurance Policy experience
- Demonstrated ability to identify and resolve issues through effective problem-solving skills
- Proven ability to negotiate skillfully in difficult situations
- BA/BS degree in business or a technical field preferred
- Deep technical claim, legal, and risk knowledge
- Knowledge of Casualty and Property Insurance Policies and Claims preferred
- Knowledge of legal and claims complexities in North America, LATAM, and EMEA preferred
- Strong regulatory experience
- Ability to be on call and/or work weekends and evenings
- Ability to work cross-functionally with Community Support, Platform Product, Finance, Legal, and Data Science leaders
- Understanding of Captive Insurance preferred
- Understanding of FINC claims preferred
- Must live in Ontario, British Columbia, Quebec, or Saskatchewan, or another province where Airbnb Canada, Inc. has a registered entity
Benefits
- Bonus eligibility
- Equity eligibility
- Health and other benefits
- Employee Travel Credits
- Remote-eligible work arrangement
- Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager
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