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.

The Community You Will Join: 

• Reporting directly to the Manager, Tools and Process Improvement, this candidate will drive improvements in the global process for fraud and safety agents day to day workflows 

The Difference You Will Make:

• Be a champion of data-driven decision-making approach and culture to drive continuous performance improvement
• Support Tools and Technical system and design changes across all the operational lines, implementing workflow and business process changes building logical process design diagrams and implementing the process design utilizing engineering tools & processes. 
• Be the Subject Matter Expert on Technical Tools and Processes for Ops across all Fraud and Safety domains staying informed about industry trends, emerging technologies and competitive landscape
• Enable the business by connecting the dots between system architecture, implementation, and business workflow enablement 

A Typical Day: 

• The successful candidate will be an experienced Technology professional with: Ability to decompose any tool into a logical system design and process interaction diagram
• Lead business requirements from Ops on technology and tools requirements to cross functional teams in product and engineering, facilitate discussion and influence system design, architecture and prioritization
• Facilitate identification of areas for inefficiencies/improvement and opportunities for innovation by understanding the technical and data systems to increase scalability & reliability
• Manage cross-functional projects to ensure initiative goals deliveries are on budget and on schedule 
• Champion continuous improvement philosophy utilizing Lean and Agile methodology

Your Expertise:

• Bachelor Degree in Engineering, or Science preferred
• 6 years of experience in front office or back office operations related field with minimum 2 years experience in software development improvement in evaluating, implementing and managing tools and technologies
• A strong team player with high Initiative and demonstrated project management skills
• Strong data-driven analytical abilities and proven performance in operation problem-solving with strong experience in delivering quality assurance processes to maintain high standards of quality in back office operations as well as tools
• Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization
• Proven organizational and leadership skills to motivate and influence others positively to drive for results 
• Ability to build strong relationships and partner with key stakeholders to build trust and influence at multiple levels within the organization
• Be able to manage multiple task simultaneously with minimal direction
• Proactive and autonomous
• Excellent verbal and written communication skills
• Experience implementing system designs conforming to multi-year product or technology strategy
• Experience as solutions architect or equivalent experience driving end to end business enablement

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.

The Community You Will Join: 

The Business organization plays a pivotal role in driving the company’s growth and expansion efforts worldwide. This team recruits and develops Airbnb’s global supply of high-quality Homes, Hotels, Services and Experiences. With this focus on quality supply and international expansion, the team is leading the way for Airbnb’s continued growth and facilitation of millions more host and guest connections.

The Difference You Will Make:

Airbnb is seeking a Senior Manager, Supply Tech to lead a geographically distributed team while driving strategic initiatives across our business verticals. You'll reimagine our GTM technology ecosystem to drive productivity for sales and account management teams and operations teams and ensure we have the right, intelligent technology to help our teams that support hosts through their journeys. 

This is a role where you'll balance building and developing talent with solving complex business problems at scale. You'll own unified program roadmaps across Homes, Hotels, Experiences, and Services while partnering cross-functionally to deliver innovative technology and process solutions that keep our teams focused on hosts, not stuck in ineffective tools.

A Typical Day: 

People Leadership:

• Build and develop a distributed team across multiple verticals, driving talent transformation from enablement-focused to product owner mindset through hiring, performance management, and strategic transitions of contingent workers
• Establish team success and accountability by defining metrics, measuring program outcomes, and building strong stakeholder relationships that enable your team to drive strategy
• Create growth pathways for team members at various career stages while managing geographically distributed teams and technology partners
  

Strategic Work:

• Design and execute a unified roadmap strategy across acquisition and account management systems for all supply verticals, with deep hands-on focus on Homes account management 
• Lead cross-functional delivery by coordinating complex initiatives across Supply, Operations, Product Marketing, Engineering, and Analytics teams while serving as a thought partner to senior stakeholders on behalf of Supply Tech
• Influence technical architecture by partnering with Business Technology, Platform and Engineering teams to pressure-test business requirements, evaluate build vs. buy decisions, and challenge solutions business success in mind
• Solve complex business problems by evaluating technology solutions from CRM to custom builds without ego, focusing on capability density and keeping teams focused on hosts rather than ineffective tools
• Partner proactively with Advanced Analytics, various technical teams and other Supply Tech functions to identify collaboration opportunities across shared customer bases

Your Expertise:

• 12+ years in business systems, GTM product ownership, or technical program management with 3+ years managing distributed teams
• Deep expertise in go-to-market systems, particularly acquisition and account management workflows, with strong understanding of Salesforce capabilities, limitations, and alternatives
• Proven track record building and transforming teams - hiring, developing talent across experience levels, and managing performance through ambiguity while balancing IC work with management responsibilities
• Strategic problem-solving focused on business outcomes with platform-agnostic thinking and strong build vs. buy framework expertise
• Strong technical aptitude - can engage in architecture discussions, and engineering decisions with data-driven insights, and serve as technical consultant for non-technical audiences
• Exceptional stakeholder management and negotiation skills with VP and Director-level partners, influencing Product and Engineering teams unfamiliar with Sales and Operations organizations
• Executive communication skills for high-stakes presentations and ability to articulate complex technical concepts to diverse audiences
• Comfortable with ambiguity, complex stakeholder management, and identifying partnership opportunities across functions

Preferred:

• SQL proficiency for analysis and requirements definition
• Experience managing contingent workforce alongside FTE teams
• Background in marketplaces, multi-sided platforms, or B2B2C business models
• Familiarity with GTM productivity tools  and change management for internal systems adoption

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.

The Community You Will Join: 

Reporting directly to the Manager, Trust and Process Improvement, this candidate will drive the global process ideation and process effectiveness strategy 

The Difference You Will Make:

• Lead business requirements from Ops and communicate requirements to cross-functional teams, facilitate discussion and influence system design, architecture, and prioritization to get Ops requirements on the respective cross-functional teams’ roadmap
• Collaborate with Product Management and other cross-functional stakeholders, including Engineering, Data Science, Data Analytics, and Shared Services, to drive alignment on overall business goals and requirements and establish an operating rhythm to optimize product and process improvements while fostering innovation
• Facilitate identification of areas for inefficiencies/improvement and opportunities for innovation from an operational standpoint as well as market trends and competitive landscape geared towards improving customer experience and optimizing cost 
• Be the Subject Matter Expertise on Technical Tools and Processes for Ops across all Trust domains and stay informed about industry trends, emerging technologies and competitive landscape
• Be a champion of a data-driven decision making approach and culture to drive continuous performance improvement
• Lead Tools and Technical system and design changes across all the operational lines
• Enable the business by connecting the dots between system architecture, implementation, and business workflow enablement

A Typical Day: 

• Drive cross-functional project teams to ensure initiative goals deliveries are on budget and on schedule and act as a liaison to communicate and plan for any unplanned events across Trust Ops organization
• Lead, manage and facilitate the delivery, implementation and adoption of initiatives/programs by cross functional teams across internal and partner teams in Trust Operations organization 
• Champion continuous improvement philosophy and drive adoption of Lean and Agile methodology culture in the organization through training, coaching/mentoring, and leading/managing/implementing continuous improvement projects
• Lead Performance Analysis by establishing Key Performance Indicators (KPIs) for each of the functional domains and effectively leverage data to measure success and identify areas of improvement

Your Expertise:

• Master / Bachelor Degree in Engineering, or Science, (Engineering background is preferred)
• 10 years of experience in front office or back office operations related field with minimum 6 years experience in a process improvement in evaluating, implementing and managing tools and technologies
• Experience driving continuous process improvement to optimize workflows and reduce operational bottlenecks
• A strong team player with high Initiative and demonstrated project management skills
• Strong data-driven analytical abilities and proven performance in operation problem-solving with strong experience in delivering quality assurance processes to maintain high standards of quality in back office operations as well as tools
• Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization
• Proven organizational and leadership skills to motivate and influence others positively to drive for results 
• Ability to build strong relationships and partner with key stakeholders to build trust and influence at multiple levels within the organization
• Be able to manage multiple task simultaneously with minimal direction
• Proactive and autonomous
• Excellent verbal and written communication skills
• Experience implementing system designs conforming to multi-year product or technology strategy
• Experience as solutions architect or equivalent experience driving end to end business enablement

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.