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 You Will Join: 

The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community.   

The Difference You Will Make:

As a Complex Claims Manager in the 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.

You'll manage partners to influence prioritization, drive accountability, deliver improvements, and scale changes on claims which impact Airbnb. You'll work with internal and external partners to influence prioritization, drive accountability, and deliver improvements.  

You will work closely with cross-functional teams to manage emerging risks / threats while enabling business growth in various markets. Philosophy will be to identify intelligence / risk gaps and work with other internal risk management teams (such as Trust team, and Safety team), third party adjusters, our partners, Platform Product Management, Global Crisis Management, Community support, Policy, Privacy Legal teams to strengthen Airbnb’s platform.

You will be reporting at Monthly, Quarterly and Annual Business Reviews for your area. You will serve as a thought leader with stakeholders such as Trust, Legal, Privacy, Safety, Product Management, Policy, and understand how the policy/product roadmap impacts risk mitigation of emerging threats. 

A Typical Day: 

• Management, Policy, and understanding how the policy/product roadmap impacts risk and exposure mitigation. 
• Builds partnerships and is responsible for engaging in the Large Loss Claim reviews with our insurers on a monthly / quarterly basis depending upon the insurer/market.  Ensure we are managing insurers claim handling and potential coverage/relationship issues as well as material reserve changes that could impact Airbnb and the Captive. 
• Craft a Resolution Plan for Complex and Large Loss Claims driving the Carrier and/or TPA to resolve the claim while meeting the needs of internal stakeholders.
• Partner with Legal, GCM, Trust and our Brokers, Insurers, Outside Counsel, and TPA’s on complex claims resolution which may also involve coverage issues and settlement authority.
• Accountable for performance and results Insurance Carrier and Partners worldwide over Complex Claims which may impact policy limits or trigger need of notice to Brokers and Carriers under the insuring policies.
• Mentorship of L6 and L7 Host Damage Protection and Host Liability Protection Specialist on claims.  Works to upskill L6 and L7 partners for growth and development.  Supports the team by guiding through complex claims and changes. 
• Management of claims which impact Airbnb Financials and the Captive.
• Work closely with cross-functional teams to manage the Risk and Exposure on Complex and Large Loss Claims. 
• Collaborate with internal departments, such as other Aircover Ops teams, legal, Trust, CS safety to share claim  insights, improve claim handling by our Carriers and TPA’s while developing a Resolution Plan to bring a claim to the correct conclusion.
• Ensure compliance with company policies, procedures, and legal requirements related to claims handling
• Mentor to others by simplifying complex information which includes claims knowledge, data analysis, business information, and process obstacles.

Your Expertise:

• Analytical: Possess excellent analytical and problem-solving skills, allowing you to navigate Complex and Large Loss claims identifying the Risk and Exposure to Airbnb.
• Strong knowledge complex complex resolution: Understand techniques, investigative methodologies, and legal aspects related to complex, severe claims resolution
• Strong communication: Strong verbal and written communication skills, with the ability to explain complex topics to diverse audiences. Skilled in presenting complex and sensitive customer issues, with the ability to analyze large data sets and draw reasonable conclusions.
• Influence Airbnb cross-functional teams globally: Proven ability to collaborate effectively across disciplines, regions, and seniority levels. Strong negotiating skills and experience in communicating recommendations to both internal and external stakeholders.
• Judgement
  • Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence. 
  • High attention to details, detailed-oriented when working on complex cases
  • Experience working with internal stakeholders and/or third party providers to resolve complex disputes in a detailed, effective and timely manner. 
  • 10+ years of Insurance Claims Coverage and Litigation experience with an emphasis on liability and property
  • Strong Insurance Policy experience.
  • Mentor to others by simplifying complex information which includes claims knowledge, data analysis, business information, and process obstacles.
  • Builds partnerships and is responsible for engaging in the Large Loss Claim reviews with our insurers on a monthly / quarterly basis depending upon the insurer/market.  Ability to be on call and/or work weekends and evenings.
  • Demonstrated ability to identify and resolve issues through effective problem solving skills.
  • Proven ability to negotiate skillfully in difficult situations with both internal and external groups.
• 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 be on call and/or work weekends and evenings.
• Ability to work cross-functionally with leaders on Community Support, Platform Product, Finance, Legal and Data Science
• Understanding of Captive Insurancepreferred
• Understanding of FINC claims preferred

Your 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. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

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$100,000—$115,000 USD

Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing.  We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.