Shield Program Lead

• 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

• 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

• 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