Shield Program Lead

Job not on LinkedIn

🔥 4 hours ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟠 Senior

📋 Program Manager

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Guesty

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📦 Logistics

🏨 Hospitality

Consulting • Logistics • Hospitality

Guesty is a technology company that specializes in providing an all-in-one platform for managing hospitality businesses. Their purpose-built software optimizes and automates various aspects of hospitality operations, enabling businesses to save time, maximize revenue, and enhance guest experiences. With extensive industry expertise and a dedicated team of engineers, Guesty aims to streamline operations and drive growth for its clients in the hospitality sector.

📋 Description

• Own the day-to-day operation of Shield across all active markets, with clear processes, accountability and consistent service delivery • Establish reporting, controls and escalation procedures, and resolve recurring operational issues • Drive automation and process improvements that enable the program to scale efficiently • Maintain visibility into program performance, risks and action plans • Manage and develop the internal claims team, including workload allocation, coaching, performance management and quality assurance • Oversee the claims journey from submission through decision and payment of approved claims, in coordination with insurers and claims partners • Establish and monitor service levels, ensuring timely customer communication and payment • Resolve overdue claims and complex escalations, holding partners accountable for agreed commitments • Ensure claims are handled accurately and consistently with applicable coverage terms • Own Shield retention performance and lead initiatives to reduce churn in partnership with Customer Success • Identify cancellation drivers and early signs of dissatisfaction, and translate findings into corrective actions • Address retention issues related to pricing, coverage, claims experience and service delivery • Distinguish Shield-specific cancellations from broader Guesty churn, and monitor reductions in coverage among existing customers • Own ongoing relationships with insurers, claims administrators and other program partners • Lead commercial discussions, renewals, performance reviews and escalations, coordinating with Finance and Legal • Negotiate improvements to commercial terms, service levels and operating processes • Track program revenue, margins and operating costs with Finance, and identify opportunities to improve profitability while maintaining service and coverage quality • Manage partner transitions and ensure continuity of service • Lead new product launches and improvements alongside Product and other internal teams

🎯 Requirements

• Prior experience in the short-term rental (STR) / vacation rental industry, with a strong understanding of property manager operations, guest-related damage and protection needs • 5+ years of relevant experience in program management, insurance or protection programs, operations, or a closely related field • Proven experience directly managing and developing an operational team • Experience managing insurers or insurance partners, including commercial negotiations and service performance • Strong understanding of claims workflows, customer service and operational controls • Commercial and analytical judgment, with the ability to use data to improve retention, profitability and service quality • A track record of leading cross-functional initiatives from planning through implementation • Strong communication, negotiation and problem-solving skills • Ability to work across markets and time zones and take ownership in a fast-moving environment • Experience in embedded insurance or property protection programs • Experience managing international programs and partner relationships • Experience implementing workflow automation, operational dashboards or claims management systems

🏖️ Benefits

• Equal employment opportunities regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law

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