Shield Program Lead

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

📋 Description

• Oversee the daily operations of Shield across all active markets, ensuring clear processes, accountability, and consistent service delivery.

• Develop reporting mechanisms, controls, and escalation procedures while addressing recurring operational challenges.

• Propel automation and process enhancements that facilitate efficient scaling of the program.

• Maintain oversight of program performance, associated risks, and actionable plans.

• Lead and nurture the internal claims team, which includes managing workload distribution, providing coaching, performing performance evaluations, and assuring quality.

• Supervise the complete claims process from submission to decision and payment of approved claims, collaborating with insurers and claims partners.

• Set and monitor service level agreements to ensure prompt customer communication and payment processes.

• Address overdue claims and complex escalations, ensuring partners are held accountable for their commitments.

• Ensure claims are processed accurately and consistently in accordance with applicable coverage terms.

• Take ownership of Shield's retention performance and spearhead initiatives aimed at reducing churn in collaboration with Customer Success.

• Identify factors leading to cancellations and early indicators of dissatisfaction, translating insights into corrective measures.

• Tackle retention challenges related to pricing, coverage, claims experiences, and service delivery.

• Differentiate between Shield-specific cancellations and broader Guesty churn, while monitoring reductions in coverage among current clients.

• Cultivate ongoing relationships with insurers, claims administrators, and other program stakeholders.

• Lead commercial discussions, contract renewals, performance evaluations, and escalations, working in conjunction with Finance and Legal teams.

• Negotiate enhancements to commercial terms, service levels, and operational procedures.

• Collaborate with Finance to monitor program revenue, margins, and operating expenses, identifying avenues to enhance profitability while preserving service and coverage quality.

• Manage partner transitions to ensure seamless service continuity.

• Drive the launch and enhancement of new products in collaboration with the Product team and other internal departments.

⛳️ Requirements

• Previous experience in the short-term rental (STR) or vacation rental sector, with a solid understanding of property management operations, guest-related damages, and protection needs.

• A minimum of 5 years of relevant experience in program management, insurance or protection programs, operations, or a closely related area.

• Demonstrated experience in directly managing and developing an operational team.

• Experience in managing insurers or insurance partners, including conducting commercial negotiations and overseeing service performance.

• Strong grasp of claims workflows, customer service, and operational controls.

• Commercial and analytical acumen, with the ability to leverage data to enhance retention, profitability, and service quality.

• Proven track record in leading cross-functional initiatives from planning through to execution.

• Excellent communication, negotiation, and problem-solving abilities.

• Capacity to operate across various markets and time zones, taking ownership in a dynamic environment.

• Experience in embedded insurance or property protection programs.

• Familiarity with managing international programs and partner relationships.

• Experience in implementing workflow automation, operational dashboards, or claims management systems.

🏝️ Benefits

• Equal employment opportunities regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.