Senior Complex Claims Manager

2 weeks, 5 days ago
Full-time
Lead
Operations
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008

Description

  • Identify, investigate, and manage risk and mitigation strategies for complex and large-loss claims.
  • Partner with internal stakeholders to support the AirCover complex claims strategy, operating model, goals, and KPIs.
  • Manage insurer, carrier, TPA, broker, and outside counsel relationships to drive claim resolution and accountability.
  • Lead monthly and quarterly large-loss claim reviews with insurers and address coverage, reserve, and relationship issues.
  • Develop resolution plans and end-to-end strategies for complex claims, including litigation and settlement support.
  • Assess how new policies and products affect claim risk, exposure, and the operating model.
  • Create executive-ready dashboards and reporting for monthly, quarterly, and annual business reviews.
  • Author and implement process and policy changes, including team change management.
  • Train and serve as a subject matter expert for claims specialists and internal partners across AirCover.
  • Collaborate cross-functionally with Legal, Trust, Safety, Product, Policy, Privacy, and crisis management teams to improve claims handling and mitigate emerging risks.

Requirements

  • 10+ years of insurance claims coverage and litigation experience, with emphasis on liability and property and severe losses.
  • Demonstrated portfolio-level leadership experience, including strategy, vision, and KPI definition.
  • Strong analytical fluency with large data sets and experience working with Analytics and Data Science.
  • Strong knowledge of complex claims resolution techniques, investigative methodologies, and related legal concepts.
  • Excellent verbal and written communication skills, including the ability to explain complex topics to diverse audiences.
  • Proven ability to influence and collaborate across global cross-functional teams and senior stakeholders.
  • Strong negotiating skills and experience communicating recommendations to internal and external stakeholders.
  • High attention to detail and experience handling complex cases accurately.
  • Experience resolving complex disputes with internal stakeholders or third-party providers in a timely manner.
  • Ability to work independently with minimal guidance and be on call or work evenings and weekends when needed.

Benefits

  • US-remote eligible role with occasional office or offsite attendance.
  • Base salary range of $125,000 to $145,000 USD.
  • May be eligible for bonus.
  • May be eligible for equity.
  • May be eligible for benefits.
  • May be eligible for Employee Travel Credits.

Interested in this position?

Apply directly on the company website

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