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 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.

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.

• 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