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Added 12 hours ago
SC
Conventional Signalling Director
SYSTRA Canada
Toronto, ON
- Full-time
The role is for Go Expansion Program and the role is associated with Delivery Partners for Metrolinx.
Added 12 hours ago
TH
Kitchen and Bath Sales Associate Part-Time - 7255 Cranbrook
The Home Depot Canada
Cranbrook, BC
- Part-time
Using empowerment program when necessary to satisfy customers
Added 12 hours ago
OF
Kitchen Staff Substitute
Opaa! Food Management
St. Vincent's, NL · St Vincent, NL
- Internship
Opaa! Food Management, Inc. operates across 10 states. Our pay rates vary depending on state and position. Please apply, and a Hiring Manager will discuss pay with you in more detail.
Added 12 hours ago
OF
Kitchen Staff
Opaa! Food Management
Hamilton, ON
- Internship
Opaa! Food Management, Inc. operates across 10 states. Our pay rates vary depending on state and position. Please apply, and a Hiring Manager will discuss pay with you in more detail.
Added 12 hours ago
AH
Principal, Statistical Programmer
Alira Health
Toronto, ON
- Full-time
The Principal Statistical Programmer will support and lead statistical programming activities conducted on client clinical projects, including complex projects; producing high quality…
Added 13 hours ago
TH
Parts Advisor
The Humberview Group
Mississauga, ON
- Full-time
Comprehensive Benefits – Health, dental, travel, life insurance, RRSP matching, and an Employment Assistance Program (EAP).
Added 13 hours ago
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Camp Facility Manager
GoodWork.ca
Big Trout Lake, ON
- Full-time
The Gavin Lake Forest Education Society is seeking a self-motivated, practical and community-minded Camp Facility Manager to oversee the facility operations of one of British Columbia’s…
Added 13 hours ago
SQ
Conseiller/Conseillère stagiaire, Programme de perfectionnement du conseiller -Possibilités d'emploi -futures/Advisor Trainee- Advisor Development Program -Future Opportunities
Sunlife Québec
Rimouski, QC
- Full-time
When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in…
Added 13 hours ago
SD
Specialist, Patient Care
Shoppers Drug Mart Specialty Health Network
Mississauga, ON
- Full-time
…collaboratively with other Patient Care Specialists and a Case Manager/Field Case Manager for a designated territory, dependent on the program. The superior end-to-end support provided by…
Added 13 hours ago
OT
Restaurant Assistant Manager
One Therapy Network
Revelstoke, BC
- Full-time
Support the Manager in balancing food quality, speed of service, guest satisfaction, and cost control.
Added 13 hours ago
TH
Used Car Sales Manager
The Humberview Group
Mississauga, ON
- Full-time
Cooksville Hyundai is looking for an experienced Used Car Sales Manager to add to their team in Mississauga. Cooksville Hyundai is proud to be a member of The Humberview Group, representing…
Added 13 hours ago
C
Consulting Manager-Scrum Master, Life Sciences w/ Manufacturing exp. Consulting
Cognizant
Halifax, NS
- Full-time
Level: Manager/ Location: Halifax (Work Model: Hybrid)
Added 13 hours ago
H
Global Mining Practice Business Development Leader
HDR
Corner Brook, NL
- Full-time
…operate and close mining assets. Our multidisciplinary teams support the full mine life cycle - from resource development, planning, permitting and feasibility through detailed design,…
Added 13 hours ago
A
Substation Technologist
AltaLink
Lethbridge, AB
- Full-time
Reporting to the Manager, Substations South, this position will be part of a multi-disciplinary team responsible for the operation and maintenance of Altalink's transmission substations in…
Added 13 hours ago
CO
Supervisor 1 - Construction
City of North Vancouver
North Vancouver, BC
- Full-time
…approximately one (1) year to provide field supervision and support the delivery of municipal construction of Water, Sanitary and Storm systems, maintenance and repair…
Added 13 hours ago
Technical Services Manager
Rentokil Initial
Vancouver, BC
Support program implementation: conduct protocol training, ensure product usage and equipment operating protocols are executed and program goals are achieved.
Added 13 hours ago
Technical Services Manager
Rentokil Initial
Surrey, BC
Support program implementation: conduct protocol training, ensure product usage and equipment operating protocols are executed and program goals are achieved.
Added 13 hours ago
A
Substation Technologist
AltaLink
Lethbridge, AB
- Full-time
Reporting to the Manager, Substations South, this position will be part of a multi-disciplinary team responsible for the operation and maintenance of Altalink’s transmission substations in…
Added 14 hours ago
RB
Financing Specialist
Royal Bank of Canada
Langley (District), BC · LANGLEY, British Columbia
- Full-time
…commercial banking team with portfolio management and compliance support you will contribute to an exceptional client experience by providing superior business, financial and credit advice.…
Added 14 hours ago
RB
Assistant Branch Operations Manager
Royal Bank of Canada
Ottawa, ON
- Full-time
…Little Italy is looking for an Assistant Branch Operations Manager to join their team! The Assistant Branch Operations Manager fulfils a leadership role in the branch by providing…
Added 14 hours ago
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Shield Program Lead
Guesty
Canada
- Full-time
We are looking for a Shield Program Lead to take end-to-end ownership of the operations and ongoing performance of Guesty Shield globally.
Added 14 hours ago
RI
Technical Services Manager
Rentokil Initial
Surrey, BC
- Full-time
Support program implementation: conduct protocol training, ensure product usage and equipment operating protocols are executed and program goals are achieved.
Added 14 hours ago
RI
Technical Services Manager
Rentokil Initial
Vancouver, BC
- Full-time
Support program implementation: conduct protocol training, ensure product usage and equipment operating protocols are executed and program goals are achieved.
Added 14 hours ago
DW
Intermediate Structural Engineer (P.Eng.)
Design Works Engineering
Grande Prairie, AB
- Full-time
Own the structural design on your projects - concept, calculations, drawings, specifications and construction support.
Added 14 hours ago
DW
Intermediate Structural Engineer (P.Eng.)
Design Works Engineering
Calgary, AB
- Full-time
Own the structural design on your projects - concept, calculations, drawings, specifications and construction support.

Guesty

Shield Program Lead

Canada

Full-time

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Job details

Job type: Full-time
Experience: 5+ years of relevant experience in program management, insurance or protection programs, operations, or a closely related field.
Posting language: English
Posted: Oct 30, 2026

Original job description

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, 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.

Preferred Qualifications

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.

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants 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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More about this job

Responsibilities

The Shield Program Lead will own the end-to-end operations, performance, and commercial relationships for the Guesty Shield program globally. This role involves managing the internal claims team, driving program profitability, and implementing process improvements to ensure high-quality service delivery.

Requirements

Candidates must have at least 5 years of experience in program management, insurance, or operations, with specific expertise in the short-term rental industry. Proven ability to lead operational teams, manage commercial partnerships, and utilize data for decision-making is essential.

Skills

Program Management
Insurance Operations
Claims Management
Team Leadership
Commercial Negotiation
Customer Retention
Short-term Rental Industry
Operational Efficiency
Data Analysis
Process Improvement
Stakeholder Management
Risk Management
Workflow Automation
Performance Management
Strategic Planning

Visa sponsorship

Not detected in the job text

Keywords

Guesty Shield
Short-term Rental
Vacation Rental
Insurance
Claims Processing
Program Management
Operational Controls
Customer Success
Churn Reduction
Commercial Partnerships
Profitability Analysis
Automation
Service Level Agreements
Property Management
Risk Mitigation
Cross-functional Leadership
Hospitality Technology
Embedded Insurance
Performance Metrics
Quality Assurance

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