Supervisor, Claims Experience

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 Claims Experience team is responsible for providing premium support for our users by tailoring the experience and services we offer to their own specific needs so that everyone can host and travel with confidence. We will develop a deep empathy and understanding of each of our customer’s desires, and will go above and beyond to ensure we create personalized interactions that leave lasting impressions throughout the end-to-end claims process.

The team will drive operational success across each of the Aircover products, delivering Seamless Execution through the quality and speed of our interactions, whilst focusing on customer retention and the continued growth of our Airbnb community.

About you

• You have an excellent track record of leading with empathy and inspiring teams to achieve exceptional results in performance and quality
• You have a deep understanding of the customer journey and what great looks in delivering  exceptional and tailored experiences for our customers throughout the claims handling process
• You work independently to manage end-to-end people strategy and operations within the team, seeking additional guidance only in complex situations
• You effectively manage competing priorities whilst establishing clear expectations and clarity among key stakeholders 
• You are passionate about developing and mentoring your team to reach their full potential

How you’ll make an impact

• You will lead your team towards the execution of our company and strategic goals, ensuring we understand the unique needs of our customers & deliver outstanding service to our community
• You will think critically to evaluate our policies and procedures and work with the team to identify opportunities to improve performance and better optimize the experience for our customers. You will be responsible for developing world class talent within a team of Claims Experience Specialists, whilst instilling a culture of empathy, continuous improvement and personal growth across your team
• By enhancing the customer experience from end to end you will help drive retention rates and ensure that everyone can travel and host on Airbnb with confidence

In this role you’ll get to

• Manage a team of Claims Experience Specialists with care and empathy, challenging them to meet and exceed expectations in terms of service delivery
• Take ownership for the team’s quality, accuracy and metrics performance whilst holding team members accountable to their own individual performance & quality goals by closely monitoring result trends, setting clear expectations, following-up individually and coaching regularly to develop and improve their skills and behaviors in a tailored way
• Create a culture of high performance and customer obsession across the team to maintain high-quality standards for all our claims handling processes
• Enable professional and personal growth through supporting your team with feedback, one-on-ones, enabling opportunities, expectation-setting, and utilizing other growth tools at your disposal
• Anticipate the operational needs of the team and allocate resources effectively based on incoming case volumes to ensure service levels and customer needs are met 
• Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings, and managing Talent-related issues (pay/benefits/Talent policy enforcement, etc.)
• Implement strategies and initiatives that enhance team productivity and efficiency throughout the resolution process for claims submitted across our Aircover products (including but not limited to Host Damage Protection claims) whilst closely monitoring for fraud detection or brand risk
• Provide subject matter expertise support for the team on complex or sensitive claims (including four eye approvals and case strategy alignment) to provide the best possible outcome for our customers throughout the end to end claims handling process
• Oversee the subrogation process to facilitate recovery of payments where a third party is responsible for a loss
• Strive for the continuous improvement of our operational workflows and processes, working closely with the wider Aircover Scaled Ops & Specialization team to ensure we continue to meet the specific needs of our users
• Build partnerships within a network of cross functional stakeholders and external Airbnb partners
• Lead and/or participate in projects outside of the scope of your team, as assigned by your manager

We are looking for people who have

• 4+ years experience in managing high performing Fintech and customer experience teams, with a minimum of 2+ years experience handling insurance claims, preferably including first and third party property damage claims
• Experience working with internal stakeholders and third party partnerships to resolve complex claims in a detailed, effective and timely manner
• Strong metrics-based performance management & coaching skills
• Ability to solve problems and resolve conflict independently, collaboratively, or through delegation including handling challenging customer conversations. Strong verbal and written communication skills, with the ability to explain complex topics to diverse audiences 
• Skilled in resolving complex and sensitive customer issues, and making clear, concise recommendations on the course of action to ensure effective claims handling
• Proven ability to identify and cultivate relationships with key internal & external stakeholders representing a broad range of functions and levels
• Analytical skills to review customer feedback and data to identify trends, issues, and opportunities for challenging the status quo through process improvement 
• Experience in simplifying complex information for others, converting data to business information and anticipating obstacles to make informed decisions with rapidly changing priorities
• Solution and outcome-oriented with an ability to balance fraud prevention alongside a positive customer experience
• A regular work schedule of 5 days per week (40 hours), mutually agreed with your Manager, which may include weekend days and company wide / public holidays

Preferred experience

• Experience evaluating claims for subrogation potential and pursuing recovery of payments made for first party property damage
• Experience working on change initiatives and/or cross-functional projects to meet strategic goals
• Experience reviewing new tools and products to identify gaps, working with stakeholders and leadership to provide risk remediations and best practices to key stakeholders involved in product design, development, implementation, and post-implementation phases

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

Offices: Canada