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Salary: CAD 83,000 - 98,000 / annual
Airbnb's AirCover team is seeking a Complex Claims Manager to manage complex and large loss claims, safeguarding the integrity of the AirCover platform. You will identify, investigate, and manage risk and mitigation strategies in claims resolution while working with internal and external partners including insurers, third-party adjusters, legal teams, and cross-functional departments.
Key responsibilities include:
- Managing complex and large loss claims that impact Airbnb's financials and captive insurance
- Developing resolution plans for complex claims, driving carriers and third-party administrators to resolve claims while meeting stakeholder needs
- Partnering with Legal, Global Crisis Management, Trust, and external brokers/insurers/counsel on complex claims resolution involving coverage issues and settlement authority
- Engaging in large loss claim reviews with insurers on a monthly/quarterly basis, managing claim handling and potential coverage/relationship issues
- Mentoring L6 and L7 Host Damage Protection and Host Liability Protection Specialists, upskilling team members for growth and development
- Collaborating with cross-functional teams (Aircover Ops, Legal, Trust, Community Support, Safety) to share claim insights and improve carrier/TPA claim handling
- Serving as a thought leader with stakeholders on how policy and product roadmaps impact risk mitigation of emerging threats
- Reporting on performance at monthly, quarterly, and annual business reviews
- Ensuring compliance with company policies, procedures, and legal requirements related to claims handling
- Being available for on-call work and weekend/evening availability as needed
You will work globally across North America, LATAM, and EMEA markets, managing emerging risks while enabling business growth.
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
- Strong insurance policy experience and understanding of casualty and property insurance policies and claims
- Deep technical claim, legal, and risk knowledge
- Knowledge and understanding of legal and claims complexities in North America, LATAM, and EMEA preferred
- Strong regulatory experience
- Understanding of captive insurance preferred
- Understanding of FINC claims preferred
- BA/BS degree in business or technical field preferred
- 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
- Demonstrated ability to identify and resolve issues through effective problem solving
- Ability to work cross-functionally with leaders on Community Support, Platform Product, Finance, Legal, and Data Science
- Ability to be on call and work weekends and evenings
