Airbnb is hiring a

Manager, Claims

Gurugram, India

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.

What you’ll do

  • Directly manage leads in their service tier while providing regular, actionable, and goal- oriented performance feedback to achieve desired claims service outcomes in the region. Note: this may require the report management of team leads based in ‘satellite’ offices.
  • Clearly communicate direction and goals while providing regular coaching for performance and career growth.
  • Provide leadership and guidance to teams that are responsible for complex tasks. 
  • Support and hold teams accountable for the effective handling of escalated and/or complex investigations required for urgent or sensitive claims issues. 
  • Represent Claims Operations for their region by speaking directly or in-person with user(s) who have experienced an urgent or high-value claim or other insurance related issue, in partnership with Trust Risk Management (TRM) and the Global Claims Strategy Team.
  • Represent Claims Operations and act as a decision maker when a cross-functional working group is convened by TRM in response to an active claims case. 
  • Work with CS Workforce Management and Business Analytics teams to ensure capacity plans are designed to meet desired service outcomes across internal and partner teams and/or in consideration of local market/business needs.
  • Communicate claims service performance across internal and partner teams to regional stakeholders, in partnership with CS Leadership, Service Managers, and/or Global Engagement Managers for their region.
  • Review, synthesise, and present findings from technical or complex data analysis related to functional claims or property security trends specific to region or market.
  • In partnership with CS Shared Services and Claims Service Manager, manage delivery and execution of initiatives to drive continuous claims service improvement within their region.

What you need to succeed

  • Bachelor’s degree or equivalent; Master’s degree or certifications in any of the following preferred fields is a plus: statistics, actuarial science, business administration, economics or finance related fields, operations management, insurance and risk management
  • At least 8 years of experience in an operations-related role
  • At least 4 years of experience in a claims or crisis-related role, with a minimum of 2 years in a senior level role managing team leads and front-line staff, with immediate experience in: 
    • Dispute resolution in an e-commerce, claims, or insurance related field
    • Experience in the deployment of resources to manage real-time crisis situations
    • Experience setting operational or functional targets or performance goals
  • Experience leading cross-functional or cross-regional collaborative teams, with immediate experience in any of the following: 
    • Identifying and actioning performance trends for continuous improvement
    • Interfacing with training, business process improvement, or quality assurance teams
  • Experience working with policy, legal, public relations, or similar teams, with related experience in:
    • Budgeting, accounting, and forecast analysis related to financial accruals, reserves, etc. 
    • Insurance risk management, claims management, or other dispute resolution experience
  • Desired, certifications in any of the following or their local equivalents: 
    • Certified Insurance Service Representative (CISR)
    • Chartered Property Casualty Underwriter (CPCU) designation
    • Certified Risk Manager (CRM)
    • Associate in Personal Insurance (API)
    • Certified Professional Public Adjuster (CPPA)

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