Gestionnaire des réclamations complexes

As a Complex Claims Manager, you will play a key role in protecting the integrity of the AirCover platform by determining, investigating, and managing risk and mitigation strategies to resolve complex and high-value loss claims. You will manage partners to set priorities, strengthen accountability, drive improvements, and scale claims affecting Airbnb. You will work with internal and external partners to set priorities, strengthen accountability, and drive improvements. You will collaborate with cross-functional teams to manage emerging risks while enabling business growth across various markets.

• Manage, direct, and understand the impact of policies and product roadmap on risk mitigation and exposure.
• Review high-value claims with our insurers on a monthly or quarterly basis, depending on the insurer or market.
• Manage claims affecting Airbnb Financials and the captive insurance company.
• Develop a resolution plan for complex and high-value loss claims that incentivizes the insurer or third-party administrator to resolve the claim while meeting internal stakeholder needs.
• Coordinate complex and high-value loss claims with legal, GCM, and trust teams, as well as our brokers, insurers, and third-party administrators on complex cases that may involve coverage or authorization issues.
• Ensure compliance with company policies, procedures, and legal requirements in claims handling.

• Excellent analytical and problem-solving skills to manage complex claims and significant losses by identifying risk and exposure for Airbnb.
• Strong knowledge of complex case resolution, including investigation methodologies and legal aspects related to complex and severe claims settlement.
• Excellent verbal and written communication skills, with the ability to explain complex topics to diverse audiences.
• Proven ability to collaborate effectively across disciplines, regions, and hierarchical levels.
• Strong negotiation skills and experience communicating recommendations to internal and external stakeholders.
• More than 10 years of experience in insurance claims coverage and litigation, with a focus on liability and property.
• Solid experience with insurance policies.
• Willing to be on call and/or work weekends and evenings.

This position is located in Canada (remote work possible). The role may involve occasionally working in an Airbnb office or participating in events outside the office (as agreed with your manager). Currently, employees can reside in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.

Canada Annual Pay Range: $83,000—$98,000 CAD. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.