Complex Claims Manager

About the Role

The AirCover team at Airbnb is responsible for ideating, building, launching, and managing the AirCover business. This role focuses on safeguarding the integrity of the AirCover platform by identifying, investigating, and managing risks and mitigation strategies for Complex and Large Loss claims. You will collaborate with internal and external partners to influence prioritization, drive accountability, and deliver improvements that impact Airbnb globally.

Responsibilities

• Manage and resolve Complex and Large Loss claims, ensuring alignment with Airbnb’s risk mitigation strategies.
• Build partnerships and engage in Large Loss Claim reviews with insurers on a monthly/quarterly basis.
• Ensure effective management of insurers' claim handling, coverage issues, and material reserve changes impacting Airbnb and its Captive.
• Craft Resolution Plans for Complex and Large Loss Claims, driving carriers and/or TPAs to resolve claims while meeting internal stakeholders' needs.
• Partner with Legal, Global Crisis Management, Trust, Brokers, Insurers, Outside Counsel, and TPAs on complex claims resolution, including coverage issues and settlement authority.
• Accountable for performance and results of Insurance Carriers and Partners worldwide on Complex Claims that may impact policy limits or require notice to Brokers and Carriers.
• Mentor L6 and L7 Host Damage Protection and Host Liability Protection Specialists, upskilling them for growth and development.
• Manage claims impacting Airbnb’s financials and the Captive.
• Collaborate with cross-functional teams (e.g., AirCover Ops, Legal, Trust, CS Safety) to share claim insights, improve claim handling, and develop Resolution Plans.
• Ensure compliance with company policies, procedures, and legal requirements related to claims handling.
• Simplify complex information (e.g., claims knowledge, data analysis, business processes) to mentor others.
• Report at Monthly, Quarterly, and Annual Business Reviews for your area.
• Serve as a thought leader with stakeholders such as Trust, Legal, Privacy, Safety, and Product Management, understanding how policy/product roadmaps impact risk mitigation.
• Identify intelligence and risk gaps, working with internal risk management teams (e.g., Trust, Safety) and external partners to strengthen Airbnb’s platform.

Qualifications

• 10+ years of Insurance Claims Coverage and Litigation experience, with an emphasis on liability and property.
• Strong knowledge of complex claim resolution techniques, investigative methodologies, and legal aspects.
• Deep technical claim, legal, and risk knowledge.
• Experience with Casualty and Property Insurance Policies and Claims (preferred).
• Understanding of Legal and Claims complexities in North America, LATAM, and EMEA (preferred).
• Strong Regulatory experience.
• Understanding of Captive Insurance (preferred).
• Understanding of FINC claims (preferred).
• BA/BS degree in business or technical field (preferred).

Skills

• Excellent analytical and problem-solving skills for navigating Complex and Large Loss claims.
• Strong verbal and written communication skills, with the ability to explain complex topics to diverse audiences.
• Proven ability to collaborate effectively across disciplines, regions, and seniority levels.
• Strong negotiating skills for communicating recommendations to internal and external stakeholders.
• High attention to detail and ability to work on complex cases.
• Experience resolving complex disputes with internal stakeholders and/or third-party providers in a timely manner.
• Ability to identify and resolve issues through effective problem-solving.
• Proven ability to negotiate skillfully in difficult situations with both internal and external groups.
• Ability to work cross-functionally with leaders in Community Support, Platform Product, Finance, Legal, and Data Science.
• Ability to be on call and/or work weekends and evenings as needed.

Location

This position is US-Remote Eligible. You must live in a state where Airbnb, Inc. has a registered entity. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager.

Pay

Pay Range: $100,000—$115,000 USD. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs, and market demands. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.