• Lead, coach and develop a team of Guest Experience Managers across NAMER, setting clear expectations and creating a culture of excellence, anticipatory problem-solving, accountability and continuous growth. • Lead by example, providing best practices guidelines through all stages of the trip lifecycle - from qualifying Guest needs, sourcing, booking, trip planning, and post-trip Guest outreach • Serve as the go-to leader for your team - providing business coaching, clear direction, and hands-on support for complex problems involving high-profile Guests, hosts, internal stakeholders and escalations. • Identify and develop emerging talent, preparing team members for expanded roles and ensuring opportunities are matched with the right skill level. • Champion the Guest experience by ensuring their needs are qualified into exceptional stays that promote trust and loyalty for Airbnb. • Ensure all end-to-end vetting protocols and quality standards are followed for stays, services and experiences booked on behalf of Guests. • Champion the Host experience through clear communication and expectation setting, balancing their needs with the desires of Airbnb’s most discerning Guests. • Serve as a senior escalation point for complex Guest or host relationships and cross-functional issues, ensuring resolution without compromising trust or quality. • Own regional business performance, ensuring GEMs meet internal stakeholder expectations through exceptional stay delivery. • Ensure 24/7 coverage for VIP Guest Services through effective capacity planning, setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work. • Build and foster collaborative working relationships with key internal stakeholders including Comms, Marketing, Luxe Supply, Exec Escalations and E-team • Track and report on internal program performance, highlighting proven strategies and providing effective change management for areas of opportunity • Manage the high demands of compression events through adequate team coverage and service planning. • Build and maintain relationships with top realtors, brokers, and luxury property specialists in key markets for off-platform listings.

• Open insurance claims and serve as the primary liaison with adjusters and carriers. • Request, track, and organize medical records, bills, and police reports. • Ensure treatment progression and awareness of treatment outcomes. • Identify and proactively resolve lien and subrogation issues. • Collaborate with lead paralegals to prepare complete, accurate case files for demand. • Communicate with clients daily to guide them through the pre-litigation process. • Maintain case timelines and ensure milestones are met with precision. • Spot and eliminate operational inefficiencies to drive speed and accuracy. • Uphold the highest standards in documentation, file integrity, and communication.

• Open insurance claims and serve as the primary liaison with adjusters and carriers. • Request, track, and organize medical records, bills, and police reports. • Ensure treatment progression and awareness of treatment outcomes. • Identify and proactively resolve lien and subrogation issues. • Collaborate with lead paralegals to prepare complete, accurate case files for demand. • Communicate with clients daily to guide them through the pre-litigation process. • Maintain case timelines and ensure milestones are met with precision. • Spot and eliminate operational inefficiencies to drive speed and accuracy. • Uphold the highest standards in documentation, file integrity, and communication.

• Open insurance claims and serve as the primary liaison with adjusters and carriers. • Request, track, and organize medical records, bills, and police reports. • Ensure treatment progression and awareness of treatment outcomes. • Identify and proactively resolve lien and subrogation issues. • Collaborate with lead paralegals to prepare complete, accurate case files for demand. • Communicate with clients daily to guide them through the pre-litigation process. • Maintain case timelines and ensure milestones are met with precision. • Spot and eliminate operational inefficiencies to drive speed and accuracy. • Uphold the highest standards in documentation, file integrity, and communication.