Shield Program Lead

Headquarters: Canada URL: https://www.guesty.com Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup that’s transforming how the industry works — from guest experience to business growth. With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com , Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations. We’re proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology. If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you. We are looking for a Shield Program Lead to take end-to-end ownership of the operations and ongoing performance of Guesty Shield globally. You will lead the internal claims team, manage commercial relationships with insurers and program partners, and ensure customers receive a reliable experience from enrollment through claims resolution and payment. You will drive improvements in customer retention, operational efficiency and program profitability, while leading new product launches and improvements alongside Product and other internal teams. This is a hands-on role for someone with experience in the short-term rental/vacation rental industry who can manage people, lead commercial discussions and follow through on operational details. Responsibilities Program Operations • 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. Team Leadership and Claims Oversight • 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. Customer Retention • 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. Commercial Partnerships and Program Economics • 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. Requirements Must • Prior experience in the short-term rental (STR) / vacation rental industry, wi