[Hiring] Complex Claims Manager @Airbnb

Role Description

The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community.

As a Complex Claims Manager in the Complex Claims, you will play a vital role in safeguarding the integrity of our Aircover platform by effectively identifying, investigating, and managing the risk and mitigation strategies in resolution of Complex and Large Loss claims.

• Manage partners to influence prioritization, drive accountability, deliver improvements, and scale changes on claims which impact Airbnb.
• Work closely with cross-functional teams to manage emerging risks/threats while enabling business growth in various markets.
• Identify intelligence/risk gaps and work with other internal risk management teams (such as Trust team, Safety team), third-party adjusters, and various internal departments to strengthen Airbnb’s platform.
• Report at Monthly, Quarterly, and Annual Business Reviews for your area.
• Serve as a thought leader with stakeholders such as Trust, Legal, Privacy, Safety, and Product Management.

A typical day includes:

• Management, Policy, and understanding how the policy/product roadmap impacts risk and exposure mitigation.
• Building partnerships and engaging in Large Loss Claim reviews with insurers on a monthly/quarterly basis.
• Crafting a Resolution Plan for Complex and Large Loss Claims.
• Partnering with Legal, GCM, Trust, Brokers, Insurers, Outside Counsel, and TPA’s on complex claims resolution.
• Accountable for performance and results with Insurance Carrier and Partners worldwide over Complex Claims.
• Mentorship of L6 and L7 Host Damage Protection and Host Liability Protection Specialists on claims.
• Management of claims which impact Airbnb Financials and the Captive.
• Collaborating with internal departments to share claim insights and improve claim handling.
• Ensuring compliance with company policies, procedures, and legal requirements related to claims handling.
• Mentoring others by simplifying complex information.

Qualifications

• 10+ years of Insurance Claims Coverage and Litigation experience with an emphasis on liability and property.
• Strong knowledge of complex resolution techniques, investigative methodologies, and legal aspects related to complex claims.
• Strong verbal and written communication skills.
• Proven ability to collaborate effectively across disciplines, regions, and seniority levels.
• High attention to detail when working on complex cases.
• Experience working with internal stakeholders and/or third-party providers to resolve complex disputes.
• BA/BS degree in business or technical field preferred.
• Deep technical claim, legal, and risk knowledge.
• Knowledge and understanding of Casualty and Property Insurance Policies and Claims preferred.
• Strong Regulatory experience.

Requirements

• Ability to be on call and/or work weekends and evenings.
• Demonstrated ability to identify and resolve issues through effective problem-solving skills.
• Proven ability to negotiate skillfully in difficult situations.
• Understanding of Captive Insurance preferred.
• Understanding of FINC claims preferred.
• Ability to work cross-functionally with leaders on Community Support, Platform Product, Finance, Legal, and Data Science.

Benefits

• Base pay range: $100,000 — $115,000 USD.
• Role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Company Description

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.