Manager, Claims, AirCover Operations

The Community You Will Join:

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 Community Delight to 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.

The Difference You Will Make:

• As the Claims Operations Manager, you will lead a team that helps drive the success of our vision to deliver unmatched products and services so everyone can host and travel with confidence.
  
• Deliver community delight to our users by tailoring experiences and the services we offer to their unique and specific needs.  In this role, you’ll help create and influence the direction we wish to take the AirCover organization.
• You will touch all three areas of our AirCover brand; AirCover for Hosts, AirCover for Guests and Guest Travel Insurance.  
  
• You will also  develop a deep understanding of each of our customer’s desires, and will go above and beyond to ensure we create personalized interactions that leave a lasting impression.
  
• By leading a team of Claims Specialists you will be responsible for overseeing the end-to-end claims processes at a strategic level, making fast data driven decisions and ensuring we create a deep and ongoing empathy for our customers whilst providing clear guidance on helping them navigate the claims process. You'll also advance team engagement through people and culture initiatives, and focus on their growth to nurture and develop world class talent.
  
• You will work as part of a cross-functional team to drive the success of the company's products and services. You will be responsible for driving and executing strategies that also improve community engagement, and community protection, while ensuring operational excellence across the Aircover suite of products and services.

A Typical Day:

• Bring and share strategic vision for the end-to-end customer claims handling experience, including dispute resolution and feedback management
• Collaborate on the development and implementation of new policies and procedures to ensure our service delivery is effective and delivers a seamless experience for our community
• Manage and lead the Claims operations team in ACC Gurgaon, ensuring optimal delivery of performance and productivity 
• Support and work with senior leadership to develop and execute on our one-company roadmap and Aircover strategic pillars.
• Develop and maintain relationships with external partners, such as insurance carriers and claims adjusters, to ensure that claims are handled efficiently and effectively.
• Inform the business on team performance metrics and quality, identifying opportunities to improve the customer experience, and driving upstream changes with operations and product leaders.
• Partner closely with cross-functional teams to deliver a scale-first organization by aligning on key metrics, goals & deliverables 
• Strive for the continuous improvement of our operational workflows and processes
• Analyze performance data to identify opportunities for process improvements and optimization of the customer experience
• Collaborate to design strategies to improve customer engagement, community building, and community protection
• Ensure the operations team is fully aligned with the company's mission, values and roadmap 
• Drive key initiatives to improve growth, engagement and belonging within the team
• You will be responsible for reporting at Weekly, Monthly, Quarterly and Annual Business Reviews for your area.
• You will build, foster and support your team, while holding team members accountable to expectations and performance.
• You will serve as a thought leader with stakeholders such as Trust, Legal, Privacy, CS Safety, Product Management, Policy, and understand how the policy/product roadmap impacts risk mitigation of emerging threats.

Your Expertise:

• 10+ years’ experience in customer experience management and operational excellence, preferably in high tech and/or insurance organizations.
• Strong track record (> 5 years) of leading, recruiting, and coaching high performing teams at a global level.
• Insurance experience preferred
• In depth understanding of claims handling processes and regulations.
• Knowledge of customer experience best practices and trends
• Open, collaborative style with a Airbnb-first mentality.
• Proven track record of developing and executing successful strategies tailored to specific customer experience groups 
• Ability to operate within a constantly changing environment with strong bias for action, including the ability to juggle multiple priorities and effectively deliver in a fast-paced, dynamic environment.
• Demonstrated ability to identify and resolve issues through effective problem solving skills.
• Proven ability to negotiate skilfully in difficult situations with both internal and external groups.

Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

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.