复杂索赔经理

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

Airbnb was founded in 2007 when two hosts welcomed three guests into their home in San Francisco, and it now counts more than 4 million Hosts who have welcomed more than 1 billion guests in almost every country around the world. Every day, Hosts offer unique stays and experiences that allow guests to connect with communities in a more authentic way.

**The community that awaits you:**

The AirCover team is responsible for designing, building, launching and managing the AirCover business within Airbnb. We have an enormous responsibility to our community of hosts and travelers to be there when their reservations do not go exactly as planned. We have a lot of work to do in the coming years and we are looking for a person who will help us manage everything that needs to be done to deliver exceptional services to our community.

**Your contribution:**

As a Complex Claims Manager, you will play an essential role in protecting the integrity of our Aircover platform by determining, studying and effectively managing risk and mitigation strategies to resolve complex and significant loss claims.

You will manage partners to set priorities, strengthen accountability, drive improvements and advance the claims that affect Airbnb. You will work with internal and external partners to set priorities, strengthen accountability and drive improvements.

You will work closely with cross-functional teams to manage emerging risks while enabling business growth across various markets. The philosophy is to identify intelligence and risk gaps and work with other internal risk management teams (such as the Trust team and the Security team), third-party experts, our partners, platform product management, global crisis management, community support, policy and privacy legal teams to strengthen the Airbnb platform.

You will report during monthly, quarterly and annual business reviews for your region. You will act as a visionary with stakeholders (e.g., Trust, Legal, Privacy, Security, Product Management, Policy), and understand the impact of policies and the product roadmap on mitigating risks related to emerging threats.

**A typical day:**

- Manage, guide and understand the impact of policies and the product roadmap on risk and exposure mitigation.
- Be responsible for reviewing significant loss claims with our insurers on a monthly or quarterly basis, depending on the insurer or market. Ensure that insurer expectations are managed and that we stay ahead of any potential coverage or relationship issues as well as material changes that could affect our forecasts.
- Manage claims affecting Airbnb Financials and the captive insurance company.
- Develop a claims resolution plan for complex and significant loss claims that motivates the insurer or third-party administrator to resolve the claim while meeting the needs of internal stakeholders.
- Coordinate complex and significant loss claims with Legal, GCM and Trust teams, as well as our brokers, insurers and third-party administrators on complex cases that may also involve coverage or authorization issues.
- Be responsible for the performance and results of insurance companies and partners across multiple locations worldwide on complex claims that may impact policy limits or require notifying brokers and insurance companies under insurance policies.
- Work closely with cross-functional teams to manage risk and exposure in complex and significant loss claims.
- Collaborate with internal departments such as other AirCover Ops teams, Legal, Trust and the SC Security team to share claims information and improve their handling by our insurers and third-party administrators while developing a resolution plan to bring a claim to the desired outcome.
- Ensure compliance with company policies, procedures and legal requirements for claims handling.

**Your expertise:**

- **Analytical:** Possess excellent analytical and problem-solving skills, enabling you to manage complex claims and significant losses by identifying risk and exposure for Airbnb.
- **Strong knowledge of complex case resolution:** Understand the techniques, investigation methodologies and legal aspects related to settling complex and serious claims.
- **Strong communication:** Excellent verbal and written communication skills, with the ability to explain complex topics to diverse audiences. Ability to present complex and sensitive customer issues, with the capacity to analyze large data sets and draw reasonable conclusions.
- **Influencing Airbnb's cross-functional teams globally:** Proven ability to collaborate effectively across disciplines, regions and levels of seniority. Strong negotiation skills and experience communicating recommendations to internal and external stakeholders.
- **Judgment**
- Proactively work toward a fair and appropriate settlement of claims within reasonable timeframes, using effective conflict resolution strategies.
- Assess and interpret insurance policy wording and relevant case law, taking into account the specific details of the loss, in order to make informed coverage decisions.
- Coordinate loss investigations with external experts for various exposures and manage the settlement process through final resolution.
- Determine liability quickly and judiciously based on available information, demonstrating effective critical and strategic thinking as well as sound decision-making.
- Be an ambassador for high quality standards, innovation, conflict resolution and customer experience excellence.
- Great attention to detail, meticulousness in handling complex files.
- Experience working with internal stakeholders and/or third-party vendors to resolve complex disputes in a detailed, efficient and timely manner.
- More than 10 years of experience in insurance claims coverage and litigation, with a focus on liability and property.
- Strong experience with insurance policies.
- Act as a mentor to others by simplifying complex information, including claims knowledge, data analysis, business intelligence and process obstacles.
- Build partnerships and be responsible for participating in significant loss claims reviews with our insurers on a monthly or quarterly basis, depending on the insurer or market. Willing to be available on call and/or to work weekends and evenings.
- Proven ability to identify and solve problems through effective problem-solving skills.
- Proven ability to negotiate skillfully in difficult situations, with both internal and external groups.

**Work location:**

This position is located in Canada (remote work possible).

The role may occasionally involve working in an Airbnb office or attending events outside the office (as agreed with your manager).

Currently, employees may live in British Columbia, Ontario, Quebec, Alberta or Saskatchewan. This list is constantly updated; please contact us if the province where you live is not listed. If you work for another Airbnb entity, your recruiter will tell you which provinces you may work from.

**Your location:**

Because of the nature of this role, the successful candidate must be based in Canada in order to perform the work. Currently, employees may be located in: British Columbia, Ontario, Quebec, Alberta or Saskatchewan. This list is continuously updated; please check with us whether the provinces where you live are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.

**Our commitment to inclusion and belonging:**

Airbnb is committed to working with the broadest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We also strive to offer an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need reasonable accommodations to submit an application, please contact us at: raisonnableaccommodations@airbnb.com. Please include your full name, the position you are applying for and the accommodations needed to help you through the recruitment process.

We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application.

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_We use automated tools to help our recruiting team review a large number of applications efficiently. All final hiring decisions are made by a human._

_This position is newly created and does not replace or fill an existing position._

**How We'll Take Care of You:**

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Canada Annual Pay Range

$83,000—$98,000 CAD

**Reasonable Accommodations:** We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

**A Note on Recruiting Scams:** Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb's hiring process: our open roles are posted on Airbnb's Career's Page at careers.airbnb.com, and our recruiters correspond only from @ [airbnb.com](http://airbnb.com) or @ [ext.airbnb.com](http://ext.airbnb.com) email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We'll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.