Complex Claims Manager

Duties

We are seeking a Complex Claims Manager to handle high-value injury and property damage claims for the host and guest protection program. This is a hands-on, individual contributor role at manager level. The title reflects the seniority of the work and the breadth of internal and external partners managed; it does not include managing people.

You will work closely with cross-functional teams to manage emerging risks and threats while enabling business growth in various markets. The philosophy is to identify intelligence and risk gaps and partner with internal risk management teams (such as Trust and Safety), third-party adjusters, brokers, Platform Product Management, Global Crisis Management, Community Support, Policy, and Privacy and Legal teams to strengthen the platform.

The role balances claims execution with cross-functional influence in roughly equal measure. You will work closely with Trust and Safety, Legal (litigation), the external insurance carrier, third-party administrators (TPAs) and independent adjusters, and other internal partners to align on resolution strategy, manage potential business impact, and make decisions about platform actions when safety issues arise.

About You

• Detail-oriented and able to see the bigger picture, using technical expertise and problem-solving to identify and manage blocking issues
• Comfortable in a global, fast-paced environment, with intense focus on executing complex claims to high quality through to resolution
• Strong critical thinking, with the ability to apply learned knowledge to anticipate the needs of future complex claims

Responsibilities

• Handle a portfolio of complex injury and property damage claims (typical caseload of 70 to 80 active claims at any given time). Many claims remain open for one to four years or more, given their complexity and litigation exposure
• Direct third-party administrators (TPAs) and independent adjusters who serve as eyes and ears on claims. Provide direction on investigations, critique information received, and ensure quality and accuracy of external partner work
• Read and interpret insurance policy language, contracts, and coverage information to make informed coverage and resolution decisions
• Craft Resolution Plans for complex injury and property damage claims and drive the carrier and TPA to bring claims to fair, timely conclusions
• Partner with the external insurance carrier on coverage issues, settlement authority, and material reserve changes that could impact the business
• Coordinate with internal Trust and Safety, Legal (litigation), and business teams. Make decisions in partnership with these teams about platform removals and reservation cancellations when safety issues arise (for example, removing a listing or canceling upcoming reservations after a fatality or serious injury)
• Determine liability and exposure swiftly and judiciously based on available information, applying sound critical and strategic thinking
• Negotiate skillfully in difficult situations with internal and external groups; work with brokers, outside counsel, carriers, and TPAs through final resolution
• Ensure compliance with company policies, procedures, and legal requirements related to claims handling
• Operate across a global claim footprint (claims occur in 191 countries), partnering with local experts and adapting to jurisdictional nuances

Skills 

Your Expertise:

• 10+ years of insurance claims coverage and litigation experience, with an emphasis on liability and property damage
• Demonstrated experience handling complex injury and property damage claims 
• Strong knowledge of reading insurance policies and contracts, and making coverage determinations
• Traditional liability and property damage insurance background. Note that experience limited to medical claims or minor incidents (e.g., parking-lot accidents) does not meet the bar for this role
• Excellent analytical and problem-solving skills, with the ability to navigate complex and large-loss claims and identify risk and exposure to the business
• Strong verbal and written communication skills, with the ability to explain complex topics to diverse audiences and present sensitive customer issues clearly
• Proven ability to collaborate across disciplines, regions, and seniority levels; strong negotiation skills with internal and external stakeholders
• Sound judgment in ambiguous, high-stakes situations and a track record of fair, timely conflict resolution
• Coordinate loss investigations with external experts across various exposures and manage the adjustment process through to resolution
• High attention to detail when working complex matters; experience resolving disputes with internal stakeholders and third-party providers in a detailed, effective, and timely manner
• Ability to be on call and adjust schedule for occasional evening or weekend work tied to significant events. This is very limited in practice (typically once or twice per year) and schedule adjustments are accommodated

Preferred Experience:

• Experience working with third-party administrators (TPAs) or independent adjusters. Candidates from TPA firms such as Crawford or similar organizations will already understand the role dynamics
• Experience working with an external insurance carrier rather than handling claims solely in-house at a traditional insurance company
• Global claims experience across multiple countries; comfort with the nuances of legal and claims practice in North America, LATAM, and EMEA
• Knowledge of casualty and property insurance policies and claims, and strong regulatory awareness
• Ability to work cross-functionally with leaders across Community Support, Platform Product, Finance, Legal, and Data Science
• BA / BS degree in a business or technical field preferred.

Role Details

• Contract type: Six-month engagement to start, with potential extension based on program timelines and team needs.
• Hours: Full-time, 40 hours per week.
• Location: US-based.