Complex Claims Manager
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.
The community that awaits you:
The AirCover team is responsible for designing, building, launching, and managing the AirCover business within Airbnb. We have a huge responsibility to our community of hosts and travelers to be there when their bookings do not go exactly as planned. We have a lot of work to accomplish in the coming years and are looking for someone who will help us manage everything that needs to be done to provide exceptional services to our community.
Your contribution:
As a Complex Claims Manager, you will play a vital role in protecting the integrity of our AirCover platform by determining, investigating, and effectively managing risk and mitigation strategies to resolve complex and large loss claims.
You will manage partners to set priorities, strengthen accountability, make improvements, and escalate claims that affect Airbnb. You will work with internal and external partners to set priorities, strengthen accountability, and make improvements.
You will work closely with cross-functional teams to manage emerging risks while enabling business growth in various markets. The philosophy will be to identify intelligence and risk gaps and work with other internal risk management teams (such as the Trust and Safety team), third-party experts, our partners, platform product management, global crisis management, community support, policy, and privacy legal teams to strengthen the Airbnb platform.
You will report during monthly, quarterly, and annual business reviews for your region. You will act as a visionary with stakeholders (e.g., Trust, Legal, Privacy, Safety, Product Management, Policy), and understand the impact of policies and the product roadmap on mitigating risks related to emerging threats.
Typical day:
- Manage, guide, and understand the impact of policies and the product roadmap on risk mitigation and exposure.
- Be responsible for reviewing large loss claims with our insurers on a monthly or quarterly basis, depending on the insurer or market. Ensure that we manage insurer expectations and stay ahead of any potential coverage or relationship issues as well as significant material changes that could affect our forecasts.
- Manage claims that affect Airbnb Financials and the captive insurance company.
- Develop a resolution plan for complex and large loss claims that encourages the insurer or third-party administrator to resolve the claim while meeting the needs of internal stakeholders.
- Coordinate complex and large loss claims with Legal, GCM, and Trust departments, as well as our brokers, insurers, and third-party administrators on complex cases that may also involve coverage or authorization issues.
- Be responsible for the performance and results of insurance companies and partners in multiple locations around the world on complex claims that may impact policy limits or require notifying brokers and insurance companies under insurance policies.
- Work closely with cross-functional teams to manage risk and exposure in complex and large loss claims.
- Collaborate with internal departments such as other AirCover Ops teams, Legal, and Trust and Safety to share claim information and improve their handling by our insurers and third-party administrators while developing a resolution plan to bring a claim to the desired conclusion.
- Ensure compliance with company policies, procedures, and legal requirements regarding claims handling.
Your expertise:
- Analytical: Possess excellent analytical and problem-solving skills, enabling the management of complex claims and large losses by identifying risk and exposure for Airbnb.
- Strong knowledge of complex case resolution: Understand techniques, investigation methodologies, and legal aspects related to the settlement of complex and serious claims.
- Strong communication: Excellent verbal and written communication skills, with the ability to explain complex topics to diverse audiences. Ability to present complex and sensitive client issues, with the ability to analyze large data sets and draw reasonable conclusions.
- Influencing cross-functional Airbnb teams globally: Proven ability to collaborate effectively across disciplines, regions, and hierarchical levels. Strong negotiation skills and experience in communicating recommendations to internal and external stakeholders.
- Judgment
- Work proactively to obtain a fair and appropriate settlement of claims within reasonable timeframes, employing effective conflict resolution strategies.
- Evaluate and interpret insurance policy wording and relevant case law, taking into account the precise details of the claim, in order to make informed coverage decisions.
- Coordinate claim investigations with external experts for various exposures and manage the settlement process until final resolution.
- Determine liability quickly and judiciously based on available information, demonstrating effective critical and strategic thinking as well as sound decision-making.
- Be an ambassador for high quality standards, innovation, conflict resolution, and excellence in customer experience.
- Great attention to detail, thoroughness 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.
- 10+ years of experience in insurance claims coverage and litigation, with a focus on civil liability and property.
- Strong experience with insurance policies.
- Act as a mentor to others by simplifying complex information, including claims knowledge, data analysis, business intelligence, and process obstacles.
- Establish partnerships and be responsible for participating in large loss claim reviews with our insurers on a monthly or quarterly basis, depending on the insurer or market. Willing to be available on-call and/or work weekends and evenings.
- Demonstrated ability to identify and resolve problems through effective problem-solving skills.
- Proven ability to negotiate skillfully in difficult situations, both with internal and external groups.
Work location:
This position is located in Canada (remote work possible).
The position may involve occasionally working in an Airbnb office or participating in off-site events (as agreed with your manager).
Currently, employees can reside in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is constantly updated; contact us if the province in which you live is not listed. If you work for another Airbnb entity, the hiring manager will indicate which provinces you can work in.
Your location:
Due to the nature of this position, the successful candidate must be based in Canada to perform their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously updated; please check with us if the provinces in which you live are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.
Our commitment to inclusion and belonging:
Airbnb is committed to working with the widest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.
We also strive to provide an inclusive application and interview process for people with disabilities. If you are a disabled candidate and need reasonable accommodations to submit an application, please contact us at: raisonnableaccommodations@airbnb.com. Please include your full name, the position you are applying for, and the accommodations needed to assist you in the recruitment process.
We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application.
We use automated tools to help our recruiting team efficiently review a large number of applications. All final hiring decisions are made by a human.
This position is newly created and does not replace or fill an existing position.
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 shown below is annualized, 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.
Canada Annual Pay Range
$83,000—$98,000 CAD