Airbnb is hiring a

Senior Product Manager, Claims Experience

Seattle, United States

About Airbnb

Airbnb is redefining the world's approach to accommodation and travel. We are creating highly local, personal and meaningful experiences for our host and guest community around the world. We develop products that connect millions of travelers with local hosts around the world to provide an authentic travel experience. 

About Support Products

Success is about delivering great customer service for our guests and hosts throughout their Airbnb journey. We believe service is a major differentiator that drives Airbnb’s global success and growth. We are building a technology platform that supports Airbnb as it scales, delivering an exceptional level of customer service while also improving efficiency and the customer service support ambassador (agent) experience.

About Claims Experience

Airbnb is a platform built on trust. To help drive trust and ensure our Community feels supported at critical moments in their journey with us, Airbnb offers a suite of protection offerings such as the Host Guarantee and Host Protection Insurance programs. 

The Claims Service team is responsible for enabling easy, transparent, and fair resolution for property damage and personal injury disputes. Our team is responsible for delivering an end-to-end claims process that makes our Community feel supported in times of need.

About the Product Manager, Claims Experience 

As the Product Manager (PM) of the Claims Experience, you will be responsible for defining and implementing a world-class product experience that allows hosts to grow and scale their businesses and ensures our community of travelers feel safe. You will partner closely with Engineering, Design, Data Science, and Operations to build a seamless and integrated claims intake and handling process for customers and support ambassadors. You will also work to build out fraud prevention and identification capabilities. You will work with key stakeholders to define and launch the customer and support ambassador claims experience and ensure we can adapt as the business grows and new programs are introduced. 

Responsibilities

  • Establish vision for a product team. Challenge the status quo and inspire people toward a unified outcome. 

  • Create clear goals for the team.  Efficiently execute to ship product and deliver impact for our business and users.

  • Lead large, cross-functional groups of people to deliver on the team’s mission. Communicate concisely and influence outcomes.

  • Understand user needs; identify and define product requirements for the customer and support ambassador claims experience

  • Develop product roadmaps and build alignment across cross-functional partners (Business Units, Insurance Solutions, Legal, Operations, Customer Support, Payments, etc.)

  • Define and analyze metrics that inform product success & health.

Qualifications

  • 8+ years of product management experience

  • Insurance industry experience is preferred.

  • Demonstrated track record of product leadership. Ability to lead and influence teams.

  • Ability to quickly absorb technical concepts and communicate them to a non-technical audience.

  • Creative problem solver. Able to identify real obstacles and viable solutions.

  • Strong organizational, analytical & problem-solving skills.

  • Exceptional written and oral communication skills.

  • Experience with building B2C products or platforms is a plus.

  • Experience working with a customer service team and/or insurance team is a plus.

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