Complex Claims Manager

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

📋 Description

• Identify, investigate, and manage strategies for risk and mitigation concerning complex and significant loss claims.

• Oversee partners to influence prioritization, promote accountability, implement improvements, and scale changes in claims management.

• Collaborate with internal and external stakeholders to enhance claims processes and outcomes.

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

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

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

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

• Participate in large-loss claim reviews with insurers on a monthly or quarterly basis.

• Manage claims handling, coverage issues, and relationships with insurers, along with material reserve changes.

• Develop resolution plans for complex and large-loss claims, guiding carriers and TPAs toward resolution.

• Collaborate with Legal, Global Crisis Management, Trust, brokers, insurers, outside counsel, and TPAs to resolve complex claims.

• Oversee the performance and results of insurance carriers and partners globally.

• 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, Customer Support, and Safety teams to enhance claim handling.

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

• Simplify intricate claims, data, business, and process information to mentor others.

⛳️ Requirements

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

• Exceptional analytical and problem-solving capabilities.

• Extensive knowledge of complex claims resolution methods, investigative techniques, and legal considerations.

• Strong verbal and written communication abilities.

• Proficiency in analyzing large data sets and deriving logical conclusions.

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

• Excellent negotiation skills.

• High attention to detail when dealing with complex cases.

• Experience in resolving complicated disputes with internal stakeholders and/or third-party providers.

• Strong background in Insurance Policy.

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

• Demonstrated capability to identify and resolve issues through effective problem-solving techniques.

• Proven success in negotiating challenging situations with both internal and external groups.

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

• In-depth technical understanding of claims, legal, and risk management.

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

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

• Strong regulatory experience.

• Ability to collaborate across functions with leaders from Community Support, Platform Product, Finance, Legal, and Data Science.

• Understanding of Captive Insurance preferred.

• Familiarity with FINC claims preferred.

🏝️ Benefits

• Bonus eligibility.

• Equity eligibility.

• Benefits eligibility.

• Employee Travel Credits.

• Opportunities for occasional work at an Airbnb office or attendance at offsite events, as agreed with the manager.

• Disability-inclusive application and interview process with reasonable accommodations.