[Hiring] Senior Complex Claims Manager @Airbnb

Role Description

As a Senior Complex Claims Manager in 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.

• Support our Complex Claims Leader and contribute to Airbnb’s multiple year strategy (vision, risk appetite, operating model, goals, KPIs).
• 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 collaborate with internal risk management teams, third-party adjusters, and other stakeholders.
• 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

• Assess how new policies/products impact risk and exposure mitigation for high severity claims.
• Build partnerships and lead Large Loss Claim reviews with insurers on a monthly/quarterly basis.
• Craft a Resolution Plan for Complex and Large Loss Claims.
• Partner with Legal, GCM, Trust, Brokers, Insurers, Outside Counsel, and TPAs on complex claims resolution.
• Accountable for performance and results with Insurance Carrier and Partners worldwide over Complex Claims.
• Build an executive-ready dashboard for the Complex Claims team.
• Develop and execute end-to-end strategies for handling Complex Claims.
• Author clear process, policy changes, and ensure clear change management across the team.
• Train and serve as a Subject Matter Expert for Host Damage Protection and Host Liability Protection Specialists.
• Collaborate with internal departments to share claim insights and improve claim handling.
• Ensure compliance with company policies, procedures, and legal requirements related to claims handling.
• Identify and solve upstream risks that impact Airbnb’s financial governance and Captive Insurance program.
• Work independently with minimal guidance.

Qualifications

• 10+ years of Insurance Claims Coverage and Litigation experience with an emphasis on liability and property.
• Demonstrated portfolio-level leadership: setting strategy, vision, defining KPIs for immediate team.
• Strong data acumen: Analytical fluency working with large data sets.
• Strong knowledge of complex resolution techniques and investigative methodologies.
• Strong verbal and written communication skills.
• Proven ability to collaborate effectively across disciplines, regions, and seniority levels.
• Proactive in achieving fair and suitable resolutions for claims.
• High attention to detail when working on complex cases.
• Experience working with internal stakeholders and/or third-party providers to resolve complex disputes.
• Ability to negotiate skillfully in difficult situations.

Location

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services, and solutions. All qualified individuals are encouraged to apply.

How We'll Take Care of You

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range: $125,000 — $145,000 USD