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Salary: USD 100,000 - 115,000 / annual
Airbnb's AirCover team is seeking a Complex Claims Manager to safeguard the integrity of the AirCover platform by identifying, investigating, and managing risk mitigation strategies for complex and large loss claims. You will play a vital role in protecting Airbnb's community of hosts and guests when reservations don't go as planned.
In this role, you will manage partners to influence prioritization, drive accountability, and deliver improvements on claims impacting Airbnb. You'll work with internal and external partners including Trust, Safety, Legal, Privacy, Product Management, Global Crisis Management, and Community Support teams to identify intelligence and risk gaps, strengthen the platform, and enable business growth across various markets.
Key responsibilities include:
- Managing complex and large loss claim reviews with insurers on a monthly/quarterly basis, ensuring proper claim handling and addressing coverage/relationship issues
- Crafting resolution plans for complex claims, driving carriers and third-party administrators (TPAs) to resolve claims while meeting internal stakeholder needs
- Partnering with Legal, Global Crisis Management, Trust, Brokers, Insurers, Outside Counsel, and TPAs on complex claims resolution involving coverage issues and settlement authority
- Serving as accountable for performance and results on complex claims worldwide that may impact policy limits or trigger notice requirements
- Mentoring L6 and L7 Host Damage Protection and Host Liability Protection Specialists, upskilling team members for growth and development
- Managing claims impacting Airbnb financials and the Captive insurance entity
- Collaborating with cross-functional teams to manage risk and exposure on complex and large loss claims
- Sharing claim insights with internal departments to improve carrier and TPA claim handling
- Ensuring compliance with company policies, procedures, and legal requirements
- Reporting monthly, quarterly, and annual business reviews for your area
- Serving as a thought leader with stakeholders on how policy and product roadmaps impact risk mitigation
You will be expected to be on call and work weekends and evenings as needed.
Requirements:
- 10+ years of insurance claims coverage and litigation experience with emphasis on liability and property
- Strong knowledge of complex claims resolution techniques, investigative methodologies, and legal aspects
- Excellent analytical and problem-solving skills
- Strong verbal and written communication skills with ability to explain complex topics to diverse audiences
- Proven ability to collaborate effectively across disciplines, regions, and seniority levels
- Strong negotiating skills and experience communicating recommendations to internal and external stakeholders
- High attention to detail when working on complex cases
- Experience working with internal stakeholders and third-party providers to resolve complex disputes
- Strong insurance policy experience
- 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)
- Knowledge and understanding of legal and claims complexities in North America, LATAM, and EMEA (preferred)
- Strong regulatory experience
- Ability to work cross-functionally with leaders on Community Support, Platform Product, Finance, Legal, and Data Science
- Understanding of Captive Insurance (preferred)
- Understanding of FINC claims (preferred)
