Supervisor, Liability Claims

The Community You Will Join:

Global Operations: AirCover: Scaled Ops & Optimisation is dedicated to building the world's most loyal travel community through exceptional service. Our vision is to design and deliver unmatched products and services so everyone can host and travel with confidence. Our objectives are to provide Aircover for Hosts, Guests and Travel Insurance.

The Difference You Will Make:

The Claims Lead is directly accountable for the performance of their team of assigned specialists and for working to drive efficiency and quality, in collaboration with peers and cross-functional stakeholders, to achieve the objectives and strategic vision set by the Global Service Manager. Leads are responsible for the coaching and development of specialists on their team and for connecting our functional strategy into specific, meaningful goals and measurable results for the day-to-day work of their teams. The Claims team Lead will also work closely with Legal, Communications, Public Policy, Public Affairs, and other cross-functional teams to inform the policies, programs, and systems that improve the overall quality and performance of the department and support the Airbnb community.

A Typical Day:

• Manage the day-to-day operations of your team through driving key performance indicators on a team and individual level (productivity, quality, operational health) whilst maintaining a superior level of team support and wellness. This includes: Volume/SLA management Supporting your team in the handling urgent escalated cases (e.g. catastrophic claims; Liability claims, etc)


• Manage the day-to-day operations of your team through scheduling, shift approvals, team and one-to-one meetings, while working collaboratively with other team leads - Includes handling escalated and complex investigations, urgent escalations, property damage claims, and personal safety concerns or other crisis management. May also include project management (incl. developing project management abilities within your team) and light data analysis.


• Foster employee happiness by being a human leader, creating team connections, communicating direction and goals, and providing regular performance feedback that fosters positive employee career growth.


• Develop and refine a working knowledge of all workflows, and train and coach your team to ensure that these are followed to a high standard of quality and performance.


• Think critically and constantly evaluate policies and procedures; find ways to increase efficiency and customer satisfaction.


• Understand top user issues and other quality or customer insight data, and support your team in making data-supported recommendations to improve our product, policies, and procedures.


• Serve as Point of Contact for urgent or other sensitive cases , spending time each week working on cases and other escalated issues to refine subject matter expertise.


• Drive your team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals.


• Understand how to balance and prioritise the above based on seasonality and the needs of customers, team and Airbnb.


• Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.


• Lead/Participate in Process improvement initiatives.


• Drive a culture of belonging and inclusivity.

Your Expertise:

• Flexible to work in a rotational shift environment and adapt to changing shifts as required


• Min 8- 15 years or more experience of Insurance, claims and investigations experience


• Experience in leading, inspiring and motivating others to meet functional, team and individual’s development goals and metrics


• Experience in a leadership role working with customers, where safety and security of their properties has been put at risk


• Analytical and critical thinking skills; must be able to tell a story with data and metrics, as well as articulate wins , risks and challenges


• Maintaining high levels of confidentiality while performing investigations


• Works well in ambiguity and embraces the adventure!


• Understanding of ‘Third Party Administrators/Adjusters’ concepts is a plus


• Deep expertise in Insurance /Liability Claims


• Proficiency in English - both oral and written communication


• People Management skills

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.