Full-Time

Complex Claims Manager

Updated on 9/3/2026

Airbnb

Airbnb

10,001+ employees

Online marketplace for lodging and experiences

Compensation Overview

CA$83k - CA$98k/yr

+ Bonus + Equity

Remote in Canada

Remote

Must live in Ontario, British Columbia, Quebec, or Saskatchewan, or another province where Airbnb Canada, Inc. has a registered entity. Occasional office or offsite attendance may be required.

Bachelor's

Category
Insurance (1)
Required Skills
Financial analysis
Risk Management
Data Analysis

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Requirements
  • Possess excellent analytical and problem-solving skills to navigate complex and large-loss claims and identify risk and exposure to Airbnb.
  • Understand techniques, investigative methodologies, and legal aspects related to complex and severe claims resolution.
  • Have strong verbal and written communication skills and the ability to explain complex topics to diverse audiences.
  • Be skilled in presenting complex and sensitive customer issues, analyzing large data sets, and drawing reasonable conclusions.
  • Have a proven ability to collaborate effectively across disciplines, regions, and seniority levels.
  • Have strong negotiating skills and experience communicating recommendations to internal and external stakeholders.
  • Advocate for high-quality standards, innovation, conflict resolution, and customer experience excellence.
  • Have high attention to detail when working on complex cases.
  • Have experience working with internal stakeholders or third-party providers to resolve complex disputes effectively and promptly.
  • Have 10 or more years of insurance claims coverage and litigation experience, with an emphasis on liability and property.
  • Have strong insurance policy experience.
  • Have deep technical claims, legal, and risk knowledge.
  • Have strong regulatory experience.
  • Be able to work cross-functionally with leaders in Community Support, Platform Product, Finance, Legal, and Data Science.
  • Be able to work on call and/or work weekends and evenings.
Responsibilities
  • Manage complex and large-loss claims and associated risk and mitigation strategies.
  • Manage partners to influence prioritization, drive accountability, deliver improvements, and scale changes on claims that impact Airbnb.
  • Work with internal and external partners to influence prioritization, drive accountability, and deliver improvements.
  • Work with cross-functional teams to manage emerging risks and threats while enabling business growth in various markets.
  • Identify intelligence and risk gaps and work with internal risk management teams, third-party adjusters, and partners to strengthen Airbnb’s platform.
  • Report on the area in monthly, quarterly, and annual business reviews.
  • Serve as a thought leader with stakeholders across Trust, Legal, Privacy, Safety, Product Management, and Policy, and understand how policy and product roadmaps affect risk mitigation of emerging threats.
  • Build partnerships and engage in large-loss claim reviews with insurers on a monthly or quarterly basis, depending on the insurer and market.
  • Ensure insurers’ claim handling and potential coverage or relationship issues are managed, including material reserve changes that could impact Airbnb and the Captive.
  • Craft resolution plans for complex and large-loss claims and drive carriers or third-party administrators to resolve claims while meeting internal stakeholder needs.
  • Partner with Legal, Global Crisis Management, Trust, brokers, insurers, outside counsel, and third-party administrators on complex claims resolution involving coverage issues and settlement authority.
  • Be accountable for the performance and results of insurance carriers and partners worldwide on complex claims that may impact policy limits or trigger notice requirements under the insuring policies.
  • Mentor L6 and L7 Host Damage Protection and Host Liability Protection specialists on claims and guide them through complex claims and changes.
  • Manage claims that impact Airbnb financials and the Captive.
  • Work closely with cross-functional teams to manage risk and exposure on complex and large-loss claims.
  • Collaborate with AirCover Operations, Legal, Trust, Customer Support, and Safety teams to share claim insights, improve claim handling by carriers and third-party administrators, and develop resolution plans.
  • Ensure compliance with company policies, procedures, and legal requirements related to claims handling.
  • Simplify complex claims knowledge, data analysis, business information, and process obstacles when mentoring others.
Desired Qualifications
  • Knowledge and understanding of casualty and property insurance policies and claims.
  • Knowledge and understanding of legal and claims complexities in North America, Latin America, and Europe, the Middle East, and Africa.
  • Understanding of captive insurance.
  • Understanding of FINC claims.
  • A Bachelor of Arts or Bachelor of Science degree in business or a technical field.

Airbnb operates an online marketplace that connects travelers with lodging and experiences hosted by local people. Hosts list properties—from single rooms to entire homes—and guests can book stays or curated experiences through the platform. The service works on a commission model: Airbnb earns a percentage of each booking made on its site. The platform supports a global network of hosts and guests, aiming to make travel more local and authentic. It differentiates itself by offering millions of hosts and experiences worldwide, creating a broad one-stop marketplace where travelers can find unique stays and activities in nearly every country. The goal is to enable people to monetize their spaces and passions while giving travelers access to diverse, authentic travel options.

Company Size

10,001+

Company Stage

IPO

Headquarters

San Francisco, California

Founded

2007

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Simplify Jobs

Simplify's Take

What believers are saying

  • Q2 2026 revenue rose 17% to $3.6 billion, and guidance increased August 6.
  • Airbnb's AI assistant resolved 45% of support issues, cutting support costs 16%.
  • Hotels, Services, and Experiences broaden bookings beyond homes, reducing dependence on core lodging.

What critics are saying

  • Spain's €64 million fine still stands in March 2026, pressuring listing compliance and margins.
  • EU STR rules took effect May 20, 2026, forcing registration checks and monthly data sharing.
  • Barcelona's 2028 license expirations and city crackdowns threaten host supply and platform relevance.

What makes Airbnb unique

  • Airbnb's 5.5 million hosts and 2.5 billion guest arrivals create unmatched local supply.
  • Brian Chesky's 2026 AI push cuts launch time 60% and boosts features 80%.
  • Pepijn Rijvers brings Booking and Tripadvisor operator expertise across Homes, Hotels, and Global Markets.

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Benefits

Comprehensive health plans

Paid volunteer time

Healthy food and snacks

Generous parental and family leave

Learning and development

Annual travel and experiences credit

Growth & Insights and Company News

Headcount

6 month growth

-1%

1 year growth

0%

2 year growth

1%
Travel And Tour World
Sep 2nd, 2026
Airbnb names Pepijn Rijvers Chief Business Officer as Dave Stephenson prepares to depart.

Airbnb names Pepijn Rijvers Chief Business Officer as Dave Stephenson prepares to depart. September 2, 2026 2:45 PM | Airbnb has appointed Pepijn Rijvers as its new Chief Business Officer (CBO), giving him responsibility for Homes, Hotels, Enterprise Operations and Global Markets as the company prepares for its next phase of growth. Airbnb co-founder and Chief Executive Officer Brian Chesky announced Rijvers' appointment in a company-wide email, placing the veteran executive in charge of several of the platform's most important commercial and international areas. Discover more Travel gear Travel photography The change comes as Airbnb continues to broaden its business beyond its traditional home-sharing roots. The company has expanded into hotels, services and experiences while continuing to develop its global accommodation marketplace. Rijvers succeeds Dave Stephenson, who will leave Airbnb at the end of 2026 after eight years with the company. Stephenson will remain involved until the end of the year to support the leadership transition. The appointment therefore represents both a change in senior management and an important moment for Airbnb as it attempts to balance its established homes business with newer growth areas. Rijvers takes responsibility for four major business areas. As Chief Business Officer, Rijvers will oversee four significant areas of Airbnb's operation: Homes, Hotels, Enterprise Operations and Global Markets. The scope of the position demonstrates the importance Airbnb places on integrating its core accommodation marketplace with newer commercial opportunities.

Bloomberg
Sep 1st, 2026
Airbnb hires ex-Tripadvisor and Booking exec as chief business officer to expand travel offerings

Airbnb has appointed a former Tripadvisor and Booking Holdings executive as its new chief business officer, replacing the previous holder of the position. The move signals the company's push to diversify beyond its core home-sharing business into broader travel sectors. The leadership change comes as Airbnb seeks to expand its offerings and compete more directly with established online travel agencies. The incoming executive brings experience from two major players in the online travel industry.

Airbnb
Sep 1st, 2026
Airbnb announces Pepijn Rijvers as Chief Business Officer.

Airbnb announces Pepijn Rijvers as Chief Business Officer. By Airbnb · September 1, 2026 Airbnb Co-founder and CEO Brian Chesky shared the following email with employees around the globe today: I want to start by thanking Dave. Everyone has a superpower. Dave's is his character, and his commitment to being a team player. In the eight years since he joined Airbnb, he's led its financial organization, its global business, and its employee experience - three of the hardest jobs in the company, two of them at the same time. Dave was a steady force through one of Airbnb's most turbulent and transformational periods. As CFO for five years, he helped Airbnb, Inc. navigate the pandemic - the biggest existential crisis Airbnb, Inc.'d ever faced - and then took Airbnb, Inc. public in one of the most successful IPOs in recent history. Under his leadership, Airbnb, Inc. became a Fortune 500 company, joined the S&P 500, and built a stronger financial foundation for the business. As its first Chief Business Officer, Dave helped set the stage for Airbnb's next chapter. He built the function that established Hotels as a business, launched Services and Experiences, and began expanding Airbnb beyond homes. And as head of Employee Experience for the last five years, Dave's been steady in his commitment to its employees and its culture, always asking what more Airbnb, Inc. could do for the people who work here. I've always said that I want Airbnb to be the place where people do the best work of their lives, and Dave has helped Airbnb, Inc. build a company where that's possible. Airbnb is stronger today than it's ever been - not because of any single quarter, but because of years of work compounding. Dave's leadership is a big part of that. I'm grateful for everything he's done for Airbnb and for each of you. Dave and I have been working on his transition and the next steps for his teams for a while. Today, I'm excited to share those plans. Pepijn Rijvers is its new CBO Pepijn Rijvers is joining Airbnb as its Chief Business Officer, starting today. He'll lead Homes, Hotels, Global Markets, and Enterprise Operations. Pepijn was most recently Chief Business Officer at Tripadvisor Group, where he oversaw the consumer businesses, Experiences, and Hotels. He previously spent 13 years at Booking.com where he held multiple senior leadership roles across accommodations, supply, marketing, and international growth. He built its homes business, led one of the world's largest performance marketing operations, and ultimately served as Managing Director of Accommodations. He also helped articulate the vision that expanded Booking into flights and other parts of the trip. Now, you may be asking, "Booking?!" Yes, Booking. Pepijn was one of the strongest operators ever at Booking, and his experience there gave him a clear view of why Airbnb needs to follow a very different path. Booking is an intent platform: people arrive knowing where they're going and use it to complete a transaction. Airbnb has the opportunity to start much earlier - helping people discover where to go, where to stay, and what to do when they get there. Pepijn believes that by helping people discover what makes a place special, Airbnb can become the most local brand in the world. He cares deeply about design, culture, and innovation, and the more time I've spent with him, the clearer it's become that he has both the operating depth and the soul to be a transformational leader at Airbnb. Pepijn's also a true entrepreneur. He started his first business at 17. When he joined Booking.com in 2008, it was the first time he'd joined a company as an employee. His entrepreneurial mindset shapes how he leads. He can move from the 50,000-foot question of why Airbnb, Inc. is doing something all the way down to the smallest details of how it works. He stays close to the team at all levels and isn't afraid to get his hands dirty. With these changes, Partnerships will move to Hiroki, and Corporate Development & Strategy will move to Finance, reporting to Ellie. The future of the Employee Experience team This team's work impacts every person at Airbnb, from your first interaction with the company to how you grow, contribute, and build a career here. It's ultimately about bringing out the best in people, which matters more, not less, than ever in the age of AI. Rather than bringing on one backfill for Dave, Airbnb, Inc. is organizing the teams around where the work fits best. Fallon O'Connor is its new Head of Communications and People Fallon O'Connor will lead Recruiting, Talent, and Belonging & Development. Together, these teams will become its People organization. Fallon will join Eteam as Head of Communications and People. They will continue to be two separate functions. Recruiting, talent, and belonging are the machinery by which culture gets built. They belong with a leader who knows the culture best. Fallon is the right person for this work because few people understand Airbnb's culture, or have shaped it, as deeply as she has. Over 11 years at Airbnb, Fallon has built an exceptional Comms organization, as well as one of the most tenured teams at the company. Her direct reports alone average a decade of tenure. It takes a certain type of person to grow senior leaders who stay at one company for more than 10 years. There's a lot to learn from that as Airbnb, Inc. continue to build out leadership at Airbnb. Fallon has also expanded the definition of what Communications means at Airbnb - and at the same time, the Comms team redefined what Airbnb means to the world. The Comms team consistently pushes Airbnb, Inc. to think differently, experiment, and go bigger, while protecting the deeply creative spirit that makes Airbnb special. Fallon is a trusted leader, one I've partnered with on some of its most significant decisions as a company, and her impact can be felt across Airbnb. Her elevation to Eteam is well deserved, and I'm excited to see her bring her leadership and commitment to excellence to its People team. Performance & Rewards and Workplace Operations will report to Ellie Mertz The teams responsible for performance, compensation, and rewards, as well as its workplaces and real estate, will join Finance and report to Ellie. Ellie is similarly one of its most tenured leaders. She's worked with me longer than any other executive (besides Nate), and she's passionate about making Airbnb exceptional. Ellie oversees how Airbnb, Inc. invest Airbnb's resources, and investing in its people and the places where they work is one of its most important responsibilities. The Performance & Rewards and Workplace Operations teams already work closely with Finance, and bringing them together will make that partnership even tighter. Fallon and Ellie's teams will continue to work closely together to elevate the employee experience for everyone at Airbnb. As I talked about at CEO Q&A, Airbnb, Inc. continue to evolve as a company - how Airbnb, Inc. execute, how Airbnb, Inc. is organized, and how Airbnb, Inc. set ourselves up to do its best work. I'm really excited about the leaders Airbnb, Inc. has in place and how these changes will help Airbnb, Inc. deliver on its vision. Please join me in welcoming Pepijn to Airbnb, congratulating Fallon and Ellie, and thanking Dave for everything he's done.

Yahoo Finance
Aug 27th, 2026
Consumer stocks soar past Nvidia's 12% gain: Cracker Barrel up 130%, Cheesecake Factory doubles

Cracker Barrel, Cheesecake Factory, Victoria's Secret, CarMax, and Airbnb have all outperformed Nvidia this year, posting gains between 38% and 130% compared to the chip giant's 12% rise. Cracker Barrel has surged 130%, fuelled by improved sales trends, cost improvements, and strategic changes under new CEO David Deno. Cheesecake Factory stock has more than doubled, driven by strong performance from its Fox Restaurant Concepts brands, particularly Flower Child, which posted 21% sales growth in Q2. CarMax has gained over 65%, supported by stronger sales and cost cuts. The consumer stocks' gains eclipse Nvidia's more modest 2026 performance despite the chipmaker projecting 70% revenue growth for fiscal 2028.

PR Newswire
Aug 25th, 2026
Airbnb to participate in the Goldman Sachs Communacopia + Technology Conference 2026.

Airbnb to participate in the Goldman Sachs Communacopia + Technology Conference 2026. Aug 25, 2026, 16:05 ET SAN FRANCISCO, Aug. 25, 2026 /PRNewswire/ - Airbnb, Inc. (NASDAQ: ABNB) announced today that Co-founder and Chief Executive Officer, Brian Chesky, will speak at the Goldman Sachs Communacopia + Technology Conference 2026 on Tuesday, September 8, 2026 beginning at 3:05pm PT / 6:05pm ET. A live webcast of the session will be available to the public at https://cc.webcasts.com/gold006/090826a_js/?entity=94_6EMODFR. About Airbnb Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5.5 million hosts who have welcomed over 2.5 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays, experiences, and services that make it possible for guests to connect with communities in a more authentic way. SOURCE Airbnb, Inc.