Complex Claims Manager

Summary

Join Airbnb's AirCover team as a Complex Claims Manager and play a vital role in safeguarding the integrity of our platform. You will effectively identify, investigate, and manage risk and mitigation strategies for complex and large loss claims. Manage partners to prioritize, drive accountability, and deliver improvements to claims impacting Airbnb. Collaborate with cross-functional teams to manage emerging risks and threats while enabling business growth. Report on performance at monthly, quarterly, and annual business reviews. Serve as a thought leader, working with stakeholders to understand how policy/product roadmaps impact risk mitigation. This role requires strong analytical, communication, and negotiation skills, along with extensive experience in insurance claims and litigation.

Requirements

• Possess excellent analytical and problem-solving skills to navigate Complex and Large Loss claims, identifying Risk and Exposure to Airbnb
• Understand techniques, investigative methodologies, and legal aspects related to complex, severe claims resolution
• Have strong verbal and written communication skills, explaining complex topics to diverse audiences
• Be skilled in presenting complex and sensitive customer issues, analyzing large data sets, and drawing reasonable conclusions
• Have a proven ability to collaborate effectively across disciplines, regions, and seniority levels
• Possess strong negotiating skills and experience in communicating recommendations to internal and external stakeholders
• Proactively work towards achieving a fair and suitable resolution for claims in a timely manner by employing effective conflict resolution strategies
• Evaluate and interpret policy language and relevant case law alongside specific loss details to make informed coverage decisions
• Coordinate loss investigations with external experts and manage the adjustment process until final resolution
• Determine liability swiftly and judiciously based on available information, showcasing effective critical and strategic thinking and sound decision-making
• Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence
• Have high attention to detail when working on complex cases
• Have experience working with internal stakeholders and/or third-party providers to resolve complex disputes in a detailed, effective, and timely manner
• Have 10+ years of Insurance Claims Coverage and Litigation experience with an emphasis on liability and property
• Have strong Insurance Policy experience
• 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

Responsibilities

• Manage, Policy, and understanding how the policy/product roadmap impacts risk and exposure mitigation
• Build partnerships and engage in Large Loss Claim reviews with insurers monthly/quarterly
• Ensure management of insurers' claim handling, coverage/relationship issues, and material reserve changes
• Craft Resolution Plans for Complex and Large Loss Claims, driving Carriers and/or TPAs to resolve claims while meeting internal stakeholder needs
• Partner with Legal, GCM, Trust, Brokers, Insurers, Outside Counsel, and TPAs on complex claim resolutions
• Be accountable for performance and results of Insurance Carriers and Partners worldwide over Complex Claims
• Mentor L6 and L7 Host Damage Protection and Host Liability Protection Specialists on claims, upskilling them for growth and development
• Manage claims impacting Airbnb Financials and the Captive
• Work closely with cross-functional teams to manage Risk and Exposure on Complex and Large Loss Claims
• Collaborate with internal departments to share claim insights, improve claim handling, and develop Resolution Plans
• Ensure compliance with company policies, procedures, and legal requirements related to claims handling
• Mentor others by simplifying complex information, including claims knowledge, data analysis, business information, and process obstacles

Preferred Qualifications

• BA/BS degree in business or technical field
• Deep technical claim, legal, and risk knowledge
• Knowledge and understanding of Casualty and Property Insurance Policies and Claims
• Knowledge and understanding of Legal and Claims complexities in North America, LATAM, and EMEA
• 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 Insurance
• Understanding of FINC claims

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits
• Remote work