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Salary: CAD 83,000 - 98,000 / annual
Airbnb's AirCover team is responsible for designing, building, launching, and managing Airbnb's insurance and protection offering. As a Complex Claims Manager, you will play an essential role in protecting the integrity of the AirCover platform by determining, investigating, and effectively managing risk mitigation strategies to resolve complex and significant loss claims.
You will manage partners to set priorities, strengthen accountability, drive improvements, and escalate claims affecting Airbnb. Working with internal and external partners, you'll identify intelligence and risk gaps and collaborate with cross-functional teams including Trust, Security, Legal, Privacy, Product Management, Global Crisis Management, Community Support, Policy, and third-party experts to strengthen the Airbnb platform.
Key responsibilities include:
- Managing, directing, and understanding the impact of policies and product roadmaps on risk and exposure mitigation
- Reviewing significant loss claims with insurers on a monthly or quarterly basis, managing insurer expectations, and staying ahead of potential coverage or relationship issues
- Managing claims affecting Airbnb financials and the captive insurance company
- Developing resolution plans for complex and significant loss claims that incentivize insurers or third-party administrators to resolve while meeting internal stakeholder needs
- Coordinating complex claims with Legal, Global Crisis Management, Trust, brokers, insurers, and third-party administrators on cases involving coverage or authorization issues
- Overseeing performance and results of insurance companies and partners across multiple global locations on complex claims that may impact policy limits
- Collaborating with cross-functional teams to manage risks and exposure in complex loss claims
- Ensuring compliance with company policies, procedures, and legal requirements in claims handling
- Providing monthly, quarterly, and annual business activity reviews for your region
- Acting as a visionary with stakeholders, understanding the impact of policies and product roadmaps on emerging threat mitigation
You will mentor others by simplifying complex information, including claims knowledge, data analysis, business intelligence, and process obstacles. You may be required to be on-call and work weekends and evenings as needed.
REQUIREMENTS:
- More than 10 years of experience in insurance claims coverage and litigation, with emphasis on liability and property
- Strong knowledge of insurance policy interpretation and relevant case law
- Excellent analytical and problem-solving skills to manage complex claims and significant losses by identifying risk and exposure
- Deep understanding of complex case resolution techniques, investigation methodologies, and legal aspects of claims settlement
- Strong verbal and written communication skills with ability to explain complex subjects to diverse audiences
- Proven ability to collaborate effectively across disciplines, regions, and organizational levels
- Strong negotiation skills and experience communicating recommendations to internal and external stakeholders
- Proactive approach to achieving fair and appropriate claim settlements within reasonable timeframes using effective conflict resolution strategies
- Ability to evaluate and interpret insurance policy language and relevant case law, considering precise claim details for informed coverage decisions
- Ability to coordinate claim investigations with external experts for various exposures and manage settlement processes to final resolution
- Ability to determine liability quickly and judiciously based on available information with critical and strategic thinking
- High attention to detail and meticulousness in handling complex cases
- Experience working with internal stakeholders and/or third-party vendors to resolve complex disputes in a detailed, efficient, and timely manner
- Demonstrated ability to identify and resolve problems through effective problem-solving skills
- Proven ability to negotiate skillfully in difficult situations with both internal and external groups
- Commitment to high quality standards, innovation, conflict resolution, and customer experience excellence
