Complex Claims Manager

Title: Complex Claims Manager
Location: Remote
Duration: 5 Months (Possibility of extension)
Pay: $ 65-72/hr

Description
*** 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. *** 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 ***. 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.

About you
You are detail-oriented and able to understand the bigger picture by using your technical expertise and problem-solving abilities to identify and manage blocking issues
You have the ability to work in a global, fluid environment while possessing an intense focus to execute at a high quality to completion
You can apply Critical Thinking to new and complex claims and adapt learned knowledge to anticipate the needs of future claims.

How you'll make an impact
As a Complex Claims Manager in the Complex Claims, 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.
You'll manage partners to influence prioritization, drive accountability, deliver improvements, and scale changes on claims which impact ***. 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 ***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.

In this role you'll get to
Management, Policy, and understanding how the policy/product roadmap impacts risk and exposure mitigation.
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. Ensure we are managing insurers claim handling and potential coverage/relationship issues as well as material reserve changes that could impact ***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.
Mentorship of L6 and L7 Host Damage Protection and Host Liability Protection Specialist on claims. Works to upskill L6 and L7 partners for growth and development. Supports the team

Responsibilities
Manage risk and exposure on complex and large-loss claims in collaboration with cross-functional teams
Work with internal teams (AirCover Ops, Legal, Trust, Customer Support Safety) to improve claim handling and develop resolution plans
Ensure compliance with company policies, procedures, and legal requirements
Mentor team members by simplifying complex claims concepts, data insights, and processes
Evaluate insurance policy language and relevant case law to make informed coverage decisions
Coordinate loss investigations with external experts and oversee claims through final resolution
Determine liability based on available evidence using sound judgment and strategic thinking
Drive fair and timely claim resolutions using effective conflict resolution strategies
Present complex claim insights and recommendations to internal and external stakeholders
Collaborate globally across teams, regions, and seniority levels
Conduct large-loss claim reviews with insurers on a monthly/quarterly basis
Work with internal stakeholders and third-party providers to resolve disputes efficiently
Maintain high-quality standards, innovation, and strong customer experience focus
Be available for on-call duties, including weekends and evenings when required

Required Skills

• Strong analytical and problem-solving abilities for handling complex claims and risk exposure
• Deep understanding of complex claims resolution, investigative techniques, and legal aspects
• Excellent verbal and written communication skills for explaining complex topics
• Ability to analyze large datasets and draw logical, actionable conclusions
• Strong negotiation and influencing skills across internal and external stakeholders
• Sound judgment and decision-making capabilities
• High attention to detail when managing complex cases
• Proven ability to identify and resolve issues effectively
• Strong collaboration skills across cross-functional and global teams
• Extensive experience (10+ years) in insurance claims coverage and litigation (liability and property)
• Strong knowledge of insurance policies and coverage interpretation
• Ability to mentor and guide others by simplifying complex information

Preferred Skills / Qualifications

• Bachelor’s degree (BA/BS) in business or a technical field
• Deep technical knowledge in claims, legal, and risk management
• Expertise in casualty and property insurance policies and claims
• Understanding of legal and claims environments in North America, LATAM, and EMEA
• Strong regulatory knowledge and experience

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.