Senior Complex Claims Manager

The Community You Will Join:

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit, and our fast-moving team is committed to leading as a 21st century company.

The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community.

The Difference You Will Make:

As a Senior Complex Claims Manager, you will play a vital role in safeguarding the integrity of our Aircover platform by effectively identifying, investigating, and managing the risk and mitigation strategies in resolution of Complex and Large Loss claims.

In partnership with key stakeholders in the organization, you'll support our Complex Claims Leader and contribute to Airbnb’s multiple year strategy (vision, risk appetite, operating model, goals, KPIs), manage partners to influence prioritization, drive accountability, deliver improvements, and scale changes on claims which impact Airbnb. You'll work with internal and external partners to influence prioritization, drive accountability, and deliver improvements.

You will work closely with cross-functional teams to manage emerging risks / threats while enabling business growth in various markets. Philosophy will be to identify intelligence / risk gaps and work with other internal risk management teams (such as Trust team, and Safety team), third party adjusters, our partners, Platform Product Management, Global Crisis Management, Community support, Policy, Privacy Legal teams to strengthen Airbnb’s platform.

You will be reporting at Monthly, Quarterly and Annual Business Reviews for your area. You will serve as a thought leader with stakeholders such as Trust, Legal, Privacy, Safety, Product Management, Policy, and understand how the policy/product roadmap impacts risk mitigation of emerging threats.

A Typical Day:

• Assess how the new policies /products impact the risk and exposure mitigation for high severity claims, and how our operating model should evolve


• Builds partnerships and leads Large Loss Claim reviews with our insurers on a monthly / quarterly basis depending upon the insurer/market. Ensure we are managing insurers claim handling and potential coverage/relationship issues as well as material reserve changes that could impact Airbnb and the Captive.


• Craft a Resolution Plan for Complex and Large Loss Claims driving the Carrier and/or TPA to resolve the claim while meeting the needs of internal stakeholders.


• Partner with Legal, GCM, Trust and our Brokers, Insurers, Outside Counsel, and TPA’s on complex claims resolution which may also involve coverage issues and settlement authority.


• Accountable for performance and results Insurance Carrier and Partners worldwide over Complex Claims which may impact policy limits or trigger need of notice to Brokers and Carriers under the insuring policies.


• Build an executive ready dashboard for the Complex Claims team (Top drivers, cycle time, reserve adequacy)


• Develop and execute end to end strategies for handling Complex Claims integrating with Legal Litigation, Safety and Trust teams.


• Author clear process, policy changes and ensure clear change management across the team.


• Training and SME for L6, L7, and L8 Host Damage Protection and Host Liability Protection Specialist on claims. Works to upskill partners for growth and development. Supports the team by guiding through complex claims and changes.


• Complex Claim Lead for training and upskilling of AirCover Specialists on new processes, program changes, and workflows.


• Subject Matter Expert in Airbnb’s Insurance Programs for Legal, GCM, Trust, and other internal departments.


• Collaborate with internal departments, such as other Aircover Ops teams, legal, Trust, CS safety to share claim insights, improve claim handling by our Carriers and TPA’s while developing a Resolution Plan to bring a claim to the correct conclusion.


• Ensure compliance with company policies, procedures, and legal requirements related to claims handling.


• Identify and solve upstream risks that impact Airbnb’s financial governance and Captive Insurance program.


• Work independently with minimal guidance.

Your Expertise:

• 10+ years of Insurance Claims Coverage and Litigation experience with an emphasis on liability and property, including severe losses and strong global exposure


• Demonstrated portfolio-level leadership: setting strategy, vision, defining KPIs for immediate team


• Strong data acumen: Analytical fluency working with large data sets, comfortable defining metrics and working with Analytics and Data Science


• Strong knowledge complex complex resolution: Understand techniques, investigative methodologies, and legal aspects related to complex, severe claims resolution


• Strong communication: Strong verbal and written communication skills, with the ability to explain complex topics to diverse audiences. Skilled in presenting complex and sensitive customer issues, with the ability to analyze large data sets and draw reasonable conclusions.


• Influence Airbnb cross-functional teams globally: Proven ability to collaborate effectively across disciplines, regions, and seniority levels. Strong negotiating skills and experience in communicating recommendations to both internal and external stakeholders.


• Judgement




• Proactively work towards achieving a fair and suitable resolution for claims in a timely manner by employing effective conflict resolution strategies.


• Evaluate and interpret policy language and relevant case law alongside specific loss details to make informed coverage decisions.


• Coordinate loss investigations with external experts across various exposures and manage the adjustment process until final resolution.


• Determine liability swiftly and judiciously based on available information, showcasing effective critical and strategic thinking along with sound decision-making.




• Be an advocate of high quality standards, innovation, resolution conflict, communication and customer experience excellence.


• High attention to details, detailed-oriented when working on complex cases


• Experience working with internal stakeholders and/or third party providers to resolve complex disputes in a detailed, effective and timely manner.


• Mentor to others by simplifying complex information which includes claims knowledge, data analysis, business information, and process obstacles.


• Builds partnerships and is responsible for engaging in the Large Loss Claim reviews with our insurers on a monthly / quarterly basis depending upon the insurer/market. Ability to be on call and/or work weekends and evenings.


• Demonstrated ability to identify and resolve issues through effective problem solving skills.


• Proven ability to negotiate skillfully in difficult situations with both internal and external groups.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.