Complex Claims Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Identify, assess, and manage risks while developing mitigation strategies for complex and high-value claims.

• Collaborate with partners to influence prioritization, ensure accountability, implement improvements, and enhance claims processes.

• Engage with both internal and external partners to optimize claims operations.

• Address emerging risks and challenges while facilitating business growth across various markets.

• Detect intelligence and risk gaps, working alongside Trust, Safety, third-party adjusters, Platform Product Management, Global Crisis Management, Community Support, Policy, Privacy, and Legal teams.

• Present reports during monthly, quarterly, and annual business reviews.

• Act as a thought leader regarding the impact of policy and product roadmaps on risk mitigation.

• Participate in monthly or quarterly reviews of large-loss claims with insurers.

• Oversee insurer claim handling, coverage, relationship matters, and significant reserve changes.

• Develop resolution plans and guide carriers or TPAs in resolving complex and large-loss claims.

• Collaborate with Legal, Global Crisis Management, Trust, brokers, insurers, outside counsel, and TPAs on intricate claim resolutions.

• Monitor the performance and outcomes of insurance carriers and partners globally for complex claims.

• Mentor L6 and L7 Host Damage Protection and Host Liability Protection Specialists.

• Manage claims that impact Airbnb's financials and the captive.

• Work with AirCover Operations, Legal, Trust, and Community Support Safety teams to enhance claim handling.

• Ensure adherence to company policies, procedures, and legal standards.

• Simplify intricate claims, data, business, and process information during mentoring sessions.

⛳️ Requirements

• Over 10 years of experience in Insurance Claims Coverage and Litigation, focusing on liability and property.

• Exceptional analytical and problem-solving abilities.

• Strong understanding of complex claims resolution techniques, investigative methodologies, and relevant legal considerations.

• Excellent verbal and written communication skills.

• Capability to analyze large datasets and draw logical conclusions.

• Proven track record of collaboration across various disciplines, regions, and levels of seniority.

• Strong negotiation skills.

• Experience in resolving complex disputes involving internal stakeholders and/or third-party providers.

• Solid experience with Insurance Policies.

• Demonstrated ability to identify and address issues effectively through problem-solving skills.

• Proven aptitude for negotiating skillfully in challenging situations.

• A BA/BS degree in business or a technical field is preferred.

• Extensive technical knowledge in claims, legal matters, and risk.

• Familiarity with Casualty and Property Insurance Policies and Claims is preferred.

• Understanding of legal and claims complexities in North America, LATAM, and EMEA is preferred.

• Strong regulatory experience.

• Availability to be on call and/or work weekends and evenings.

• Ability to work cross-functionally with leaders in Community Support, Platform Product, Finance, Legal, and Data Science.

• Understanding of Captive Insurance is preferred.

• Familiarity with FINC claims is preferred.

• Must reside in Ontario, British Columbia, Quebec, or Saskatchewan, or another province where Airbnb Canada, Inc. has a registered entity.

🏝️ Benefits

• Eligibility for bonuses.

• Equity eligibility.

• Health and additional benefits.

• Employee Travel Credits.

• Remote work arrangement eligibility.

• Occasional work at an Airbnb office or attendance at offsites, as coordinated with the manager.