Supervisor Claims

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 Role**

The Claims Lead is directly accountable for the performance of their team and for working to lead efficiency and quality, in collaboration with peers and partners, to achieve the goals and strategic vision set by the Global Service Manager. Leads will manage the coaching of specialists on their team and for connecting our functional strategy into specific, meaningful goals and measurable results for the daily work of their teams. The Claims team Lead will also work with Legal, Communications, Public Policy, Public Affairs, and other teams to inform the policies, programs, and systems that improve the quality and performance of the department and support the Airbnb community. You will report to Manager, Claims.

**What you'll do**
- Manage the daily operations of your team through driving key performance indicators on a team and individual level (productivity, quality, operational health) whilst maintaining a superior level of team support and wellness.
- Support your team in the handling urgent escalated cases (e.g. catastrophic claims; Liability claims )
- Manage the daily operations of your team through scheduling, shift approvals, team and one-to-one meetings, while working collaboratively with other team leads:

- Includes handling escalated and complex fraud investigations, urgent escalations, property damage claims, and personal safety concerns or other crisis management.
- May also include project management (incl. developing project management abilities within your team) and light data analysis.
- Foster employee happiness by creating team connections, communicating direction and goals, and providing regular performance feedback that fosters positive employee career growth.
- Develop and refine a working knowledge of all workflows, and train your team to ensure that these are followed to a high standard of quality and performance.
- Think critically and constantly evaluate policies and procedures; find ways to increase efficiency and customer satisfaction.
- Understand top user issues and other quality or customer insight data, and support your team in making data-supported recommendations to improve our product and procedures.
- Drive your team to meet metrics expectations; understand how leverage the team to improve outcomes and meet goals.
- Understand how to balance and prioritise the above based on seasonality and the needs of customers, team and Airbnb.
- Participate in projects outside of the scope of your department, as assigned by your manager.

**What you need to succeed**:

- 3+ years of experience in a leadership role working with customers, sellers, where the safety and security of their properties has been put at risk
- Maintain high levels of confidentiality while performing investigations
- Understanding of 'Third Party Administrators/Adjusters' concepts
- Vendor Management, Program management or project management experience/studies
- Outsource management
- SQL; Big Data, data analysis
- 5+ years of experience with Partner(Vendor) relationship
- Open to 24*7 Shifts
- 5+ years of experience in at least 2 of the following: Minimum one year of experience in Insurance Claims. Risk Management experience, focusing on escalated issues

Operations Management in risk, or crisis management
- Desired but not mandatory: 2 years experience leading, inspiring and motivating others to meet functional, team and individual's development goals and metrics

Media training or brand-risk management Data analytic abilities (e.g. SQL or similar)